Objective
We never track or improve a product’s experience after it has been released. Based on the feedback we’ve received, I’d like to improve the product. But if we need to improve, it will come at a cost. So we must track the results of our improvements to ensure that we do not degrade the resource and that the end-user has a better experience.
Solution
- Use a product metric to tracking a satisfaction of end-user.
01 - Which product metric gonna be?
Product metrics have many methods. After researching and comparing them, we chose CSAT (Customer Satisfaction) and NPS (Net Promoter Score) because these methods are widely used in many global products. We conduct a survey of our core products, Bitkub NFT and Bitkub NEXT, in order to track product metrics by features and overall product performance.
02 - Second half
After we receive the product metric results in the first half of 2022. We discuss the feedback and add it to a backlog for an improvement sprint. We improved by more than 50 logs in the Bitkub NFT after 4 months. We will conduct another survey in the second half of 2022 to obtain a current product metric to compare with the first half. Both products’ results improved over the first half, but the NPS remains too low. The next step in improving the product metric is to seek feedback from users who give an NPS of 7-8 in order to make them happy and satisfied.
Bitkub NFT Survey Comparison
Bitkub NEXT Survey Comparison
03 - Pivot data and make a conclusion
I created a session at the end of the year to present our overall product metric for 2022.
What did I learn
The survey results contradicted our hypotheses, and we were surprised to learn that a user persona in email behaves differently than a user persona in social media. I have learned how to collect the survey and work together with the marketing team to publish the survey. Learn a user persona and feedback from them. And bring to improve the product while tracking the metric.