Feedback and Analytics
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.