Feedback Database and Issue Tracker
Airtable, Zapier, Trello, Slack, Intercom, Gmail
New Key features:
- Storing all feedback in one database
- Maintaining access to existing feedback channels
- Automatically creating a Trello card, tracking a card's progress, and notifying users when a issue is complete
- Allowing users to see progress of all issues in design and development (Issue Tracker)
- Capturing metadata about issues (product, area, section, etc.) for further analysis
When I joined dscout, the majority of the company was disconnected from the product/development teams. Others were collecting feedback, but it didn't often reach the appropriate people on the team. For example, when a team member had spare time to address reported issues, they had to find out where feedback was stored, check those places (employees, slack, email, forms, random Trello cards and boards, Intercom, meeting notes, etc.), prioritize that feedback, then pick an issue to address. Team members were spending lots of time finding, sorting, and prioritizing feedback, since a complete and prioritized list of issues didn't exist.
In order to streamline this process, I did the following:
- Created one database to house all product feedback regardless of source (users could still use previous channels to log feedback)
- Setup method to create Trello cards from database, linking feedback to a specific card
- Created table in database to track movement and changes of all Trello cards
- Setup method to notify users when their feedback had been completed
- Created an "Issue Tracker" which users could user see the status of their feedback
By putting all feedback into one database, we were able to quickly review/sort issues and easily integrate issues into Trello. With this, developers never had to leave their ecosystem to see user feedback. This system also completes the feedback loop as it allows users to track feedback (status/progress) and receive notification of completion. In addition, this system gathers metadata about the feedback itself, allowing for further analysis.
Creating the System
To create this system, I mainly used Airtable and Zapier to create the database and connect all existing channels to it.
I created one main table, with other tables of metadata supporting it. From this, I created a structured feedback form that fed directly into the database. Then, I used Zapier to connect Slack, Intercom, Email, Trello to Airtable so that feedback put in those channels was also captured in the database.
I used Zapier to connect the Airtable database to Trello and create an option to create a new Trello card from a submitted issue. This allows for easy integration into the design and development Trello boards. In addition, the database automatically updates when changes made to existing Trello cards or when new cards are created in Trello, but not through the database.
I created a shareable view of the database where users can view, sort, and group all submitted feedback in order to track progress.
Within the first two months of implementation, this process had received 500+ pieces of new feedback, logged and tracked hundreds of reported issues and Trello cards, automated over 4000 tasks, and allowed for much greater transparency of the design and development process.