Hello!

Mike Williamson

Manager, Product Management

10 years of experience in management consulting, product development and innovation across the UK, Australia and Canada.

Responsible for Product Management at OCAS.

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MEET YOUR PRESENTER

Today’s Session

1 The importance of feedback in the product/service development process

2 How OCAS gathers feedback

3 What Hey OCAS! is

4 How you can use Hey OCAS! to help us improve our products and services

5 What happens to the feedback raised in Hey OCAS!

+ you will have the opportunity to share your feedback and ideas during the session

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WHAT WE’LL COVER

Navigating Uncertainty

What should we build next?

vs

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From Feedback to Feature

Feedback(noun)

Information about reactions to a product…which is used as a basis for improvement.

- Oxford English Dictionary

(Note: at OCAS ‘product’ = a product or service)

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What you think users do

What users actually do

Why Do We Need Feedback?

Feedback helps reveal this

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Why Is This Important?

Desirable(Users)

Feasible(Technology)

Viable(Business)

Start herecreate solutions that solve real problems

Don’t start herecreate solutions that are seeking a problem to solve

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Who Are Our Users?

Domestic

International

Data

Corporate

Future?

College User Groups

College Executives

College Service Delivery/Operations Staff

Product lines

College Administration Leaders

College Marketing

College Institutional Researchers

Non-College User Groups

Applicants

Recruitment Partners

Ecosystem Partners

OCAS Corporate Staff

OCAS Service Delivery/Operations Staff

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How Do We Get Feedback?

OCAS CEO & Execs

Business Advisory Committee

Innovation Advisory Committee

Hey OCAS!

OCAS Employees

Usability Testing

Integrated User Group

OCAS Contact Centre

OCAS Board

Prioritization

Market Research

CRALO Committees

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Why We Created The Integrated User GroupOCAS NEEDS YOUR VOICE!

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Collect

Ideas and insights on how to improve our

systems and services.

Connect

With volunteers for working groups and pilot

projects.

Deliver

On the features and initiatives that matter

most to our users.

2 3

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Hey OCAS! Enables Crowdsourced Feedback

Hey OCAS! helps us:• Learn about user needs• Understand business value• Make prioritization decisions• Hear from a wide range of users

Hey OCAS! helps you:• Share your feedback and ideas• Build on others’ feedback and ideas• Indicate what’s important to you• Track implementation status

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Crowdsourced Feedback Example

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Hey OCAS! Key FeaturesSELF-REGISTRATION WITH COLLEGE E-MAIL ADDRESS

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Hey OCAS! Key FeaturesVIEW, SEARCH & FILTER THE FEEDBACK RAISED

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Hey OCAS! Key FeaturesADD YOUR FEEDBACK

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Hey OCAS! Key FeaturesBUILD ON OTHERS’ FEEDBACK THROUGH COMMENTS

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Hey OCAS! Key FeaturesVOTE ON FEEDBACK

• 15 votes per user• Up to 5 votes can be allocated to a single piece of feedback• You can ‘devote’ to allocate votes elsewhere• Votes are returned when your feedback is implemented

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Hey OCAS! Key FeaturesTRACK THE IMPLEMENTATION STATUS OF FEEDBACK

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Sticky Notes

Hey OCAS!...in the Room

Sharpies

1. Share feedback/ideas (one per sticky, broad or specific, please add your name)

2. Use stickers to vote on the ideas you would like to see implemented

3. Summary of most popular ideas

Stickers

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What Happens Next?

Source: www.producttalk.org, 2018

Product Discovery

Deciding what to build.

Product Delivery

Building it.

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Some Examples of Feedback Being Progressed

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How Do We Prioritize?

1 2

?

Value

Complexity

High

Low High

Guiding Principles for Opportunity Assessment

1. Reputation2. Financial and service sustainability3. Quality of core application4. Partnership, collaboration and consultation5. Open and available participation6. Holistic evaluation

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How Do We Keep Hey OCAS! Fair And Equitable?

Openness: any college user can self-register to use the tool

Validation: feedback is a starting point to guide further conversations

Diversity: Hey OCAS! isn’t the only source of feedback we rely on

Communication: we aim for colleges to be well informed on our roadmap

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Takeaways

1. Your feedback helps us navigate with a compass rather than a map

2. You can use Hey OCAS! to raise feedback, collaborate with others and track the implementation status of new features

3. Hey OCAS! is awesome and everyone should use it!

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