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Feedback and Analytics

B2

Gather, analyse, and respond to feedback and analytics (e.g. instrumentation, survey, user comments).

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for Feedback and Analytics at each level of maturity.

2Basic
  • Practice
    Build instrumentation into high-value solutions and store data.
    Outcome
    The data may be stored locally and inaccessible.
    Metrics
    • Availability of data.
    • % of solution covered by data instrumentation.
  • Practice
    Gather feedback from users primarily through issue tracking systems.
    Outcome
    Reliance on tracking systems may mean that teams rarely meet or interact with users and miss out on valuable feedback opportunities.
    Metric
    # of channels available for user feedback.
  • Practice
    Review feedback data for learnings.
    Outcome
    The review process may not be systematic or consistent.
    Metric
    # of reviews of feedback data.
3Intermediate
  • Practice
    Build instrumentation into all solutions.
    Outcomes
    • Key solutions delivery activities can be monitored.
    • Data, for example, on cycle times and performance, is stored in a manner that is available to all appropriate stakeholders.
    Metrics
    • Availability of data.
    • % of solution covered by data instrumentation.
    • # of faults detected in production before being reported by end-user.
  • Practices
    • Systematically gather and analyse feedback from users.
    • Ensure teams meet and interact with users directly.
    Outcome
    Systematic and direct feedback from users ensures that teams understand users and can benefit from valuable user input.
    Metrics
    • # of channels available for user feedback.
    • % of backlogs generated from user feedback.
  • Practice
    Analyse most feedback data to detect inefficiencies, to understand usage, and to identify potential improvements.
    Outcome
    A systematic review process results in learnings for the organization.
    Metrics
    • % of reviews of feedback data resulting in potential improvements.
    • # of channels available for user feedback.
4Advanced
  • Practice
    Ensure instrumentation is at multiple levels (for example, infrastructure, application, deployment, for both in-house and third party components) and the full solution flow is mapped from concept to delivery.
    Outcome
    Data sources and levels are collated to facilitate analysis, improvement, and decision-making.
    Metrics
    • Availability of data.
    • % of solution covered by data instrumentation.
    • # of faults detected in production before being reported by end-user.
  • Practices
    • Ensure there are multiple ways for users to interact with teams and give feedback on and suggest improvements to solutions.
    • These should include ways of capturing proactive input from users, such as forums and communities.
    Outcomes
    • Interaction with users through a variety of methods and channels ensures that users can help to shape solutions throughout the process.
    • Proactive and innovative ideas from users ensure solutions are continually enhanced.
    Metrics
    • # of channels available for user feedback.
    • % of backlogs generated from user feedback.
  • Practices
    • Analyse all feedback data to detect inefficiencies, to understand usage, and to identify potential improvements.
    • Put in place automated responses for a number of scenarios.
    Outcome
    A systematic and efficient review process results in learnings for the organization.
    Metrics
    • % of reviews of feedback data resulting in potential improvements.
    • # of channels available for user feedback.
5Optimized
  • Practice
    Ensure instrumentation embeds a generation of data both in the solutions and delivery processes.
    Outcome
    Context-sensitive, immediate feedback is available at all times to inform decision-making.
    Metrics
    • Availability of data.
    • % of solution covered by data instrumentation.
    • # of faults detected in production before being reported by end-user.
  • Practice
    Promote continual interaction with user communities to directly influence the direction of solutions.
    Outcome
    Continual interaction and co-innovation with users throughout the delivery process ensures optimal solution delivery.
    Metrics
    • # of channels available for user feedback.
    • % of backlogs generated from user feedback.
  • Practices
    • Analyse feedback data to detect inefficiencies, to understand usage, and to identify potential improvements.
    • Implement automated responses to maintain optimal levels consistently.
    Outcome
    A systematic and efficient review process results in optimal learnings for the organization.
    Metrics
    • % of reviews of feedback data resulting in potential improvements.
    • # of channels available for user feedback.