Lidia Barkanova

However, with time, I learned to see beyond my feeling of not being good enough, and accept customer complaints as a source of input, of help, instead of personal critique. To be honest, they were actually the magic potion we needed the whole time. To grow and learn as a team. Clients’ inquiries are not always bugs. They can be feature requests, questions, show you that your UX needs improvement or much much more. By going through them regularly, and in a structured way, we get continuous feedback from our users, we address their needs better and faster, and we co-create our products instead of relying on our assumptions.

In this talk, I will:

Explain how to get valuable insights from customer complaints and utilize them in the testing strategy;

Give a practical example of how to visualize the results of the analysis;

Share the success story of my team – how we got a space on company-level business review meetings to share insights about quality and action plan based on them.