Advancing the Value of Ethnography

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


An EPIC2021 Sponsored Panel by Atlassian

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 feeling the toll of “feedback fatigue.” We’re looking forward to a lively conversation with our panelists and attendees about the relationships we want to build and process for gathering insights as we co-create the future.


Leisa Reichelt (Moderator) leads the Research and Service Experience team at Atlassian where they are interested in unleashing the potential of every team. Prior to Atlassian, Leisa spent some time working with Government Digital Services, both in Australia and in the UK. In both cases, building research capabilities within government digital teams that helped to create easier and more accessible public services. And before that Leisa was consulting with a mix of London tech startups and household name brands including The Economist, the BBC, Virgin Atlantic, and more. Although she loves research, Leisa loves, even more, the challenge of helping organisations transform themselves through gaining a compelling and closer understanding of the user needs they serve.

Caitlin McCurrie is a recovering academic who turned to industry to help companies make great software experiences with her doctoral-charged research skills. She sees research questions through both the lens of an academic and an applied researcher, giving her a balanced perspective of rigor and pragmatism, as well as a large tool kit of methods to draw from. Caitlin is a lead researcher at Atlassian and has a PhD in social and media psychology at the University of Melbourne, Moral Psychology Lab.

Cara Maritz is a mixed-methods user experience researcher, working for Atlassian. She has a background in design, psychology, and cognitive science, with a Master’s degree in Philosophy from Johns Hopkins University. Her research interests lie at the intersections of design, the behavioural sciences, and ethics. She is passionate about cross-functional research that empowers teams to understand the impact of their design decisions – whether it be on people, products or services.

Jake Moody is a research manager at Atlassian, leading the Customer Experience Measurement team and its range of quantitative survey programs designed to capture and track key user sentiment metrics. He has worked as a social researcher in several market research agencies, leading large scale government projects evaluating user experience in aged care, workplace injury compensation and mental health, and driver safety. Bringing these experiences to Atlassian, he advocates for considered survey design, and user-centric, sustainable research methods.

Adam Wride is the General Manager of Planning Solutions at GitKraken where he leads teams responsible for the most popular paid Git app for Jira: Git Integration for Jira (one of the original apps on the Atlassian Marketplace in 2012). He was the CEO of BigBrassBand prior to the sale to GitKraken. Working from home since 2007 (mainly from basement offices), he’s a big fan of remote work and currently works from an attic office.