Collection is easier than understanding
Support, sales, interviews, and community discussions continuously produce feedback. Frequency and votes can obscure impact or overrepresent the most vocal customers.
Four layers
- Source: The person's role and environment.
- Trigger: A particular recent event.
- Impact: Its cost or obstacle.
- Connection: The relevant hypothesis, decision, or roadmap item.
A feature request without context is a lead for investigation.
From entries to patterns
Combine feedback excerpts into insights that cite originals and preserve differences.
Attach relevant insights to a Decision Brief, identifying whom the evidence covers and what is still missing.
Regular cleanup
Each month, close outdated, duplicate, or poorly contextualized feedback and record why. A useful system lets a team acknowledge uncertainty.