Contributed Articles

Feedback Fatigue: Re-designing the Research Process for Sustainable Insights

An EPIC2021 Sponsored Panel by Atlassian Moderator: LEISA REICHELT (Atlassian) Panelists: CAITLIN MCCURRIE (Atlassian), CARA MARITZ (Atlassian), JAKE MOODY (Atlassian) & ADAM WRIDE With nearly 6,000 Atlassians, achieving customer-centricity that’s meaningful, sustainable, and respectful of people’s attention can be a challenge. Standard approaches and tools can overwhelm populations and lead to “Feedback Fatigue,” particularly in small populations of users. To solve this, we’ve made opportunistic use of the tools and mechanisms for engagement that we have immediately around us: we use Confluence for diary studies, Jira Service Management as an intercept, and we triangulate with feedback captured by our customer-facing collaborators. In this panel, moderated by Head of Research & Service Experience, Leisa Reichelt, Atlassian researchers and a member of our customer community will discuss how iterating our methods and ways of working helped our product teams achieve customer-centricity without our customers...