Quest for the Holy Grail: Turning User Feedback into Meaningful Change
summary
A documentation feedback system links 7,500 doc pages to a Discourse topic excerpt and routes comments via automated Discourse → Jira workflow, producing almost 700 comments and 208 actionable tickets over 11 months. The claim is that targeted categorization, tagging, writer-first notifications, and evaluation support turn noisy input into meaty, validated work items; ambassadors and first-time commenters drive engagement; the program reduces support load and surfaces product and org gaps.
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chapters (16)
- 0:00Introduction
- 1:05User feedback for docs
- 3:11Unactionable feedback
- 4:34Six years of failures
- 6:19Takeaways from failures
- 9:06Successful Discourse program
- 10:10New feedback system tech
- 11:36Evaluating feedback to Jira
- 13:23Results and impact
- 14:46Product gap feedback
- 16:32Eight-month evaluation
- 18:17Art of feedback evaluation
- 21:27Gap between docs and product
- 23:34Guidance for feedback systems
- 24:56Team contributions
- 25:17Q&A
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