Designing with User Feedback

🎡 How To Run UX Workshops With Users (Scripts + Templates) (https://lnkd.in/evqDZSFe), a helpful overview of practical techniques to turn a verbal-only interview into a collaborative UX workshop — with sticky note mapping, solution drag’n’drop and voting. Put together by Laura Eiche-Laane. 👏🏽 🤔 Users and designers often a speak a different language. ✅ Insights are clearer when you see users performing tasks. ✅ Switch question-answer sections with small visual tasks. ✅ Sticky note mapping: for user flows, journeys, org maps. ✅ Card sorting: organize data, filters, menu items into groups. ✅ Feature location: ask users where they’d expect a new feature. ✅ Drag’n’drop: ask users to design their own UI or page layout. ✅ Solution voting: get feedback on many design directions. ✅ When explaining a task, show what you’d like them to do. ✅ Track where users are undecided, and follow up in a debrief. When I jump in a new project, I like to run walkthroughs with actual users as a way to understand the domain and the product. I simply ask them what the product does and how it helps them in their daily work. And then I invite them to show and explain it to me. I ask them to show how it works, the features they use, the quirks they’ve discovered and the shortcuts and loopholes they rely on daily. Perhaps there is something where the product fails on them, or something they wish was better, or something that is too fragile, confusing, complex or irrelevant. That’s when insights emerge, and that’s when you might notice that the things said and the things done are not necessarily the same thing. Of course users sometimes exaggerate their struggles, but they rarely complain lividly about something that isn’t really an issue for them. 🗃️ Useful resources: How And Why To Include Users In UX Workshops, by Maddie Brown https://lnkd.in/eKdd5GXp UX Workshop Activities With Users, by Jonathon Juvenal https://lnkd.in/eJjpcibR Remote UX Workshop Activities, by Jordan Bowman https://lnkd.in/e8wSMVwC Usability Testing Templates (Scripts), by Slava Shestopalov https://lnkd.in/gZyBtK6u UX Workshop Scripts + Templates https://theuxcookbook.com UX Research Templates, by Odette Jansen https://lnkd.in/eqpXyGHH --- 🧲 Miro and Notion templates: UX Research Templates (Miro), by ServiceNow https://lnkd.in/e48nKzKA Miro Templates For Designers https://lnkd.in/e8Hkp-ws Notion Templates For Designers https://lnkd.in/en_VBc6r #ux #design

I used to think user research was easy. But then I switched to B2B. And oh boy... reality hit hard Back when I was working on a B2C product, I could run 10 user interviews in a day. Users would happily spend 45 minutes answering questions and testing new designs. I thought this was just regular product design. Turns out, I was riding a perfect wave of continuous discovery without even realizing it. Then I switched to B2B. And I admit it really felt scary at first. Users were just too busy to pick up my phone calls. It took 3 weeks to schedule 5 calls. Some users left a bad CSAT score with barely any comment. Damn. How can we build anything serious without ever talking to users? At that time, it really felt like an impossible task. And any way I tried to put it, there were just no efficient process to get those users on the phone. But then it hit me. What if the best discovery touch points weren’t designers or PMs at all? What if they were already happening… in sales calls, support chats, internal Slack threads? And we had this feedback scattered across tools, threads, and people. But no one was making sense of it. So we built a Feedback Management System. We plugged every feedback into a single source of truth directly in Notion: - Intercom conversations and Modjo calls with customers - Internal tickets from sales and support to discuss user pain points or feature requests - User feedback forms submitted on the platform All filtered and organized per team through Notion automations. Each designer spends 2 hours per week turning raw feedback into structured insights. Then each team reviews it together weekly, and it feeds product decisions and the roadmap. It’s simple. It’s scalable. And it changed everything. Product designers no longer design based on shaky assumptions or partial data. They're now the source of customer truth and alignment. In B2B, discovery doesn’t happen in a lab. It happens in the wild. You just need to know where to listen. #productdesign #uxdesign #userresearch

💡 Mapping user research techniques to levels of knowledge about users When doing user research, it's important to choose the right methods and tools to uncover valuable insights about user behavior. It's possible to identify 3 layers of user behavior, feelings, and thoughts: 1️⃣ Surface level - Say & Think This level captures what users say in conversations, interviews, or surveys and what they think about a product, feature, or experience. It reflects their stated opinions, thoughts, and intentions. Example: "I prefer simple products" or "I think this app is easy to use." Methods: Interviews, Questionnaires. These methods capture stated thoughts and opinions. However, insights may be influenced by social norms or biases. 2️⃣ Mid-level - Do & Use This level reflects what users actually do when interacting with a product or service. It emphasizes actions, usage patterns, and observed behaviors, revealing insights that may differ from what users say. Example: Users may claim they enjoy customizing app settings, but data shows they rarely change default options. Methods: Usability Testing, Observation. Observation helps to reveal gaps between what people say and what they actually do. 3️⃣ Deep level - Know, Feel and Dream This level uncovers deep motivations, emotions, desires, and aspirations that users may not be consciously aware of or may struggle to articulate. It also includes tacit knowledge—things people know intuitively but find hard to express. Example: A user might not realize that their preference for a minimalist design comes from the information overload of a current design. Methods: Probes (e.g., participatory design, diary studies). Insights collected using these methods will uncover implicit and emotional drivers influencing behavior. 📕 Practical recommendations for mapping ✅ Triangulate insights by using multiple methods. What people say (interviews/surveys) may differ from what they do (observations) and feel. That's why it's essential to interpret these results in context. For example, start with interviews to learn what users say. Follow up with usability testing to observe real behavior. Use probes for long-term or emotional insights. ✅ Align research with business goals. For product improvements, focus on usability testing to catch interaction issues. For innovation, use probes to generate new ideas from user insights. ✅ Practice iterative learning. Apply surface techniques (like surveys) early to refine assumptions and guide more in-depth research later. Use deep techniques (like probes) for strategic decisions and to foster innovation in long-term projects. 🖼️ UX Research methods by Maze #ux #uxresearch #design #productdesign #uxdesign #ui #uidesign

People often say what they think they should say. I had a great exchange with 👋 Brandon Spencer, who highlighted the challenges of using qualitative user research. He suggested that qual responses are helpful, but you have to read between the lines more than you do when watching what they do. People often say what they think they should be saying and do what they naturally would. I agree. Based on my digital experiences, there are several reasons for this behavior. People start with what they know or feel, filtered by their long-term memory. Social bias ↳ People often say what they think they should be saying because they want to present themselves positively, especially in social or evaluative situations. Jakob's Law ↳ Users spend most of their time on other sites, meaning they speak to your site/app like the sites they already know. Resolving these issues in UX research requires a multi-faceted approach that considers what users say (user wants) and what they do (user needs) while accounting for biases and user expectations. Here’s how we tackle these issues: 1. Combine qualitative and quantitative research We use Helio to pull qualitative insights to understand the "why" behind user behavior but validate these insights with quantitative data (e.g., structured behavioral questions). This helps to balance what users say with what they do. 2. Test baselines with your competitors Compare your design with common patterns with which users are familiar. Knowing this information reduces cognitive load and makes it easier for users to interact naturally with your site on common tasks. 3. Allow anonymity  Allow users to provide feedback anonymously to reduce the pressure to present themselves positively. Helio automatically does this while still creating targeted audiences. We also don’t do video. This can lead to more honest and authentic responses. 4. Neutral questioning We frame questions to reduce the likelihood of leading or socially desirable answers. For example, ask open-ended questions that don’t imply a “right” answer. 5. Natural settings Engage with users in their natural environment and devices to observe their real behavior and reduce the influence of social bias. Helio is a remote platform, so people can respond wherever they want. The last thing we have found is that by asking more in-depth questions and increasing participants, you can gain stronger insights by cross-referencing data. → Deeper: When users give expected or socially desirable answers, ask follow-up questions to explore their true thoughts and behaviors. → Wider: Expand your sample size (we test with 100 participants) and keep testing regularly. We gather 10,000 customer answers each month, which helps create a broader and more reliable data set. Achieving a more accurate and complete understanding of user behavior is possible, leading to better design decisions. #productdesign #productdiscovery #userresearch #uxresearch

Is your design really UX, if you never talk to users? I've watched countless "UX designers" spend weeks perfecting pixels and animations while never talking to the humans who'll use their products. After 16 years in UX and development I've learned one truth: 💡 Design without user feedback are just expensive art projects. You can have: - Pixel perfect UI - The most innovative interactions - Perfect alignment to design systems - Award-winning visuals But if actual humans struggle to use your product, you've failed at your ONE job. What many designers miss in our AI-obsessed industry: 1. User feedback isn't just "nice to have" - it's the difference between success and failure 2. Even the most sophisticated AI tools can't replace human experience and emotion 3. We design for humans with wants and needs, not just machines 🛑 Quit: - Assuming AI knows user's behavior - Designing in solo based on assumptions - Using only internal feedback from team members - Skipping usability testing to "save time" - Ignoring qualitative feedback because it's "subjective" ✅ Do this instead: - Run quick guerrilla testing sessions (even 5 users reveal most issues) - Build lightweight prototypes early to validate concepts - Schedule regular user interviews - Watch real users interact with your designs (their behavior and struggles reveal everything) The best UX designers aren't the ones with the prettiest Figma files or the fastest vibe coded prototypes They're the ones who deeply understand their users' needs. --- PS: When was the last time you watched a user use your design? Follow me, John Balboa. I swear I'm friendly and I won't detach your components.

Not everyone is your audience. Not all feedback is useful. Just changing how I ask for feedback made all the difference. Here’s how. When I first started as a designer, I’d ask almost anyone for feedback on my work. I would turn to the person next to me and ask, “What do you think?” As tempting as that approach was, I was wrong. It felt easy to grab quick input from everyone, but that did more harm than good. Over the years, as a UX Designer, I’ve asked for tons of feedback on my work. It is the best way to grow but what matters is knowing 𝘸𝘩𝘰 to ask and 𝘩𝘰𝘸 to ask. The best feedback is: 1. 𝐓𝐢𝐦𝐞𝐥𝐲. It’s important to time your feedback well and maintain a feedback loop. If it’s too late, you might find it difficult to make changes. But if you ask too soon and without enough details you risk distracting the reviewer with unfinished or unnecessary elements that won’t answer your questions. 2. 𝐓𝐚𝐫𝐠𝐞𝐭𝐞𝐝. The best feedback comes from people who understand the problem you’re solving. It might seem easy to ask a bunch of friends or colleagues, but a random opinion won’t help if they don’t know your goals, audience or constraints. Too many voices can dilute your vision so the right feedback from the right people is what really matters. 3. 𝐂𝐨𝐧𝐬𝐭𝐫𝐮𝐜𝐭𝐢𝐯𝐞. Not everyone knows how to give useful feedback. If you walk away from a discussion feeling demotivated, think whether you asked the right person. Good feedback should highlight areas for growth while also respecting your effort. The best feedback provides context behind the critique rather than just following trends or what 'looks good' to them. 4. 𝐀𝐜𝐭𝐢𝐨𝐧𝐚𝐛𝐥𝐞. Feedback should give you a clear direction, not just a list of what’s wrong. What good is it if someone just says, “This doesn’t look good”? You’d be left wondering about a hundred different ways to fix it. The way you 𝐚𝐬𝐤 for feedback determines the quality of what you 𝐫𝐞𝐜𝐞𝐢𝐯𝐞. Here are some better ways to ask for feedback: 1. Focus on a specific area: Instead of "What do you think?" ask "Does this layout make it easy for users to navigate?" 2. Ask for pros and cons: "What’s working well and what could be improved?" 3. Request alternatives: "If *something* doesn’t work, do you have any suggestions to improve it?” 4. Clarify intent: "This work prioritizes *a certain need*. Do you think it meets that goal?" 5. Encourage detailed input: "Can you explain your thought process as you review this?” 6. Give context: "Since you understand *a particular user need* I'd love your perspective on this." 7. Ask for usability insights: "Would this be intuitive for someone as a first time user?” Asking for feedback is a critical skill that takes intentional effort to get right. The way we ask for feedback is just as important as the feedback itself. Let's Discuss- Is it easier for you to give feedback or receive it? #ProductDesign #UX #Feedback #EarlyCareer

What users say isn't always what they think. This gap can mess up your design decisions. Here's why it happens: → Social desirability bias. → Fear of judgment. → Cognitive dissonance. → Lack of self-awareness. → Simple politeness. These factors lead to misinterpretation of user needs. Designers might miss critical usability issues. Products could fail to meet user expectations. Accurate feedback becomes hard to get. Biased data affects design choices. To overcome this, try these strategies: 1. Create a comfortable environment: Make users feel at ease. Comfort encourages honesty. 2. Encourage thinking aloud: Ask users to verbalize thoughts. This reveals their true feelings. 3. Use indirect questions: Avoid direct queries. Indirect questions uncover hidden truths. 4. Observe non-verbal cues: Watch body language. It often tells more than words. 5. Triangulate data: Use multiple data sources. This ensures a complete picture. 6. Foster honest feedback: Build trust with users. Trust leads to genuine responses. 7. Analyze discrepancies: Compare what users say and do. Identify and understand the gaps. 8. Iterate based on findings: Refine your design. Continuous improvement is key. 9. Stay aware of biases: Recognize potential biases. Work to minimize their impact. 10. Keep testing: Regular testing ensures alignment. Stay connected with user needs. By following these steps, designers can bridge the gap between user thoughts and statements. This leads to better products and happier users.

We don’t guess what users want we ask… That’s how we build digital products users rely on. Here’s how we make feedback the superpower behind great UX 👇  Step 1: Listen Deeply We run: ‣ 1:1 user interviews ‣ In-app surveys & session recordings ‣ Live usability testing  Step 2: Turn Chaos into Clarity We map raw feedback into themes: ‣ Usability issues (e.g. confusing navigation) ‣ Feature gaps (e.g. missing integrations) ‣ Friction points (e.g. slow checkout) Step 3: Design, Test, Validate We co-create with your team: ‣ Interactive prototypes (Figma) ‣ Real user validation before dev ‣ Accessibility & performance checks  Step 4: Ship Fast, Measure Faster Every improvement is: ✔️ A/B tested ✔️ Backed by analytics ✔️ Tied to measurable ROI Who This Helps ‣ SaaS & Tech → Reduce churn, improve onboarding ‣ Fintech → Simplify UX, boost adoption ‣ Healthcare → Design for clarity & trust ‣ Enterprise tools → Optimize internal workflows What You Get ✅ UX audit + feedback dashboard ✅ High-fidelity mockups & tested flows ✅ Real user insights + recordings ✅ Optional: Monthly UX performance reports 💡 User feedback is the fastest way to build what people love. Let’s make it part of your product growth strategy.

The passive research data companies have on hand is a treasure trove of ideas and information for making better products. It’s your lowest-hanging fruit for understanding users — and while it doesn't reveal everything you need to know, it does reveal a lot. EVERY product manager and designer should add these steps to their workflows: - Review sales calls and demos to find out what’s resonating with customers - Review sales and customer calls for what features users wish they had - Review user sessions to see where people are struggling - Read through support tickets to identify user challenges - Talk to your peers in customer success and/or review check-in calls to understand the kinds of questions users are asking All of these sources can paint a fuller picture of user needs — without launching time-consuming research projects. The biggest challenge? Passive research is only as good as your access to it. So demand access to it! Ideally, all this data — sales calls, session replays, support tickets, and customer success insights — should be centralized in one place, and accessible to everyone. (If you want to learn how to set that up, let’s talk.) What passive research strategies does your team have in action?

Stop Collecting Feedback. Start Listening. (7 strategies + 7 myths every builder should know) We say feedback is important, but often treat it like a box to tick. Survey sent. Response logged. Move on. This surface-level approach leads to: ❌ Decision fatigue from noisy or vague input ❌ Overconfidence in the wrong opinions ❌ Missed opportunities to build what people actually need Real feedback is not what’s said. It’s what’s felt beneath the surface. Let’s start by unlearning the myths holding us back. 7 Myths about customer feedback: 1. All feedback is created equal ↳ Not every comment deserves the same weight. Context is everything. 2. The customer always knows best ↳ They know their pain, not always the solution. That’s your job to uncover. 3. More feedback is always better ↳ Quantity creates noise. Insight comes from clarity. 4. Feedback only matters for new products ↳ Every version, especially existing ones, benefits from better listening. 5. Negative feedback is a bad sign ↳ It’s actually a gift: truth, courage, and unmet need wrapped in discomfort. 6. Surveys are the only way to get feedback ↳ Try interviews, polls, prototypes, behavior data. Go beyond forms. 7. Once feedback is gathered, the work is done ↳ Feedback is just the beginning. What you do with it is what counts. Here’s are 7 feedback strategies that work: 1. Host invite-only feedback sessions ↳ Create intentional space with power users or niche audiences. 2. Use the ‘5 Whys’ technique ↳ Peel back the layers until you hit the core issue. 3. Offer a ‘feedback contract’ ↳ Invite early users to co-build, not just critique. 4. Run “break-up” surveys ↳ Ask departing customers why they’re leaving. Truth lives there. 5. Conduct a review blitz ↳ Do a deep dive across reviews to find recurring patterns. 6. Trigger micro-polls during user actions ↳ Ask one sharp question at the right moment. Timing matters. 7. Create a ‘pitch and iterate’ group ↳ Form a test group to rapidly cycle through ideas and input. Don't make feedback noisy, it’s signal. But only if you know how to hear it. ♻️ Repost to help others! -------------------------------------------- Want to qualify for VC funding? Get the free Funding Scorecard from my Featured section.