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Incorporating Continuous
User Feedback to Achieve
Product Longevity in
Chaotic Environments
Erik Chelstad
CTO & Co-Founder
Observa
What is a chaotic environment?
• Fast paced
• Rapidly changing
• Uncontrollable external factors
© 2022 Observa, Inc. 2
What is a product and who is a user?
• Products
• Hardware
• Software
• Users
• Single human
• Teams or companies
• Autonomous entities
© 2022 Observa, Inc. 3
History of Feedback
(not a rock band)
Traditional user feedback
• Purposes
• Bug reporting
• Business development
• Mollify users
• Future strategy
• Measure user satisfaction
© 2022 Observa, Inc. 5
• Methods
• Surveys (polling)
• Social media
• Customer support
• Live chat
• Customer success
Traditional user feedback
• Problems
• Slow
• Too late
• Focus on negative issues
• Not enough data
• Qualitative
• Reactive – bug fixes
© 2022 Observa, Inc. 6
New reasons for getting user feedback
• Market fit
• Proactive releases make users
feel good
• Personalization
• Users no longer expect
products and systems to be
static
• Stay ahead of competition and
disruptors
© 2022 Observa, Inc. 7
• Environment fit
• Natural experiments
• Controlled experiments
• New scenarios and usages
• Changing environment
• New things appearing
• Old things disappearing
No excuses for not getting user feedback
• Data harvesting
• Storage is cheap
• Sensors are cheap
• Processing is cheap
• Users are NOT cheap
• Domain specific data is
invaluable
© 2022 Observa, Inc. 8
• Data collection
• Constant feedback is possible
• Products NEED some
connectivity for updates, etc.
Designing for Feedback
(not a section on guitar amps)
Design – When?
• 😀 Immediately!
• Build into presentation
• 🙂 Soon
• Within a usage session
• 😐 Before too long
• Before a user forgets
everything
© 2022 Observa, Inc. 10
Design – How?
• With interaction
• Ease of use
• Not distracting
• Optional
• Not good:
© 2022 Observa, Inc. 11
• Simple & quick:
• Logging off or shutting
down
Design – How?
• Passive data collection
• Did they stay on the results
screen for a while or bounce?
• Did the user upload the
results they got back to HQ?
• Are they redoing the same
task?
© 2022 Observa, Inc. 12
• Did they save the results to
their favorites?
• Did they mash the button or
yell at their device?
Design – How?
• Non-human
• Did the navigation system
make a sudden correction or
cause human interaction?
© 2022 Observa, Inc. 13
• Did a plotted route result in a
stuck robot?
Design – Why?
• Why would a person do it?
• How rewarded?
• Ideas like recognition - your
input was used in the latest
release and performance fixes
for efficiency
• Frustration
• Happiness
© 2022 Observa, Inc. 14
• Why would a machine or
corporation do it?
• Because their humans told
them to
• Maximize ROI on fixed costs
• Extend useful life
• No new training
Bringing it Back In
When to integrate
• The other side of the collection coin is that
you must actually do something with the
feedback!
• Make it part of the data pipeline
• Automate as much cleaning and validation as
possible
• Make it part of the update workflow
• Review with humans as needed
© 2022 Observa, Inc. 16
How to integrate
• Use locally
• Example - Auto adjust overlap
tolerance on panoramic
camera based on user
accepting/rejecting their own
photos
© 2022 Observa, Inc. 17
• At the edge
• Upload back to servers in
batches or at scheduled
intervals
• Always connected
• Can be real-time
Case Studies
Examples from Observa (my company)
• Viewing a report allows for
corrective input at any time
• No need to “correct” the
system, just report mistakes
• On any chart of a report
• By any viewer of the report
• Remove from reporting
immediately
© 2022 Observa, Inc. 19
Examples from Observa (my company)
• Low confidence results “passively” come back for human review in the pipeline
© 2022 Observa, Inc. 20
Incoming
Image
IR System
Low
Confidence
Results
Label Tool
High Priority
Review
Training
Data
Reporting
High
Confidence
Results
Low Priority
Review
Training
Data
Examples from Observa (my company)
• Observa app when field
service users are in front
of the shelf
• Passive if they agree or
need to reanalyze
© 2022 Observa, Inc. 21
In Conclusion
In Conclusion
• User feedback keeps your product relevant
• User feedback can be collected cheaply and
unobtrusively if you design for it
• Your user feedback is unique and
unobtainable by competitors
• Users are motivated to help you:
• Intrinsically
• Financially
• Emotionally
© 2022 Observa, Inc. 23
Resources
Natural Experiments
https://www.nobelprize.org/uploads/2021/10/advanced-
economicsciencesprize2021.pdf
The Virtuous Cycle of AI Products
https://www.eriktrautman.com/posts/the-virtuous-cycle-of-ai-products
Evolution of intelligent data pipelines
https://www.technologyreview.com/2021/12/06/1040716/evolution-of-
intelligent-data-pipelines/
© 2022 Observa, Inc. 24

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“Incorporating Continuous User Feedback to Achieve Product Longevity in Chaotic Environments,” a Presentation from Observa

  • 1. Incorporating Continuous User Feedback to Achieve Product Longevity in Chaotic Environments Erik Chelstad CTO & Co-Founder Observa
  • 2. What is a chaotic environment? • Fast paced • Rapidly changing • Uncontrollable external factors © 2022 Observa, Inc. 2
  • 3. What is a product and who is a user? • Products • Hardware • Software • Users • Single human • Teams or companies • Autonomous entities © 2022 Observa, Inc. 3
  • 5. Traditional user feedback • Purposes • Bug reporting • Business development • Mollify users • Future strategy • Measure user satisfaction © 2022 Observa, Inc. 5 • Methods • Surveys (polling) • Social media • Customer support • Live chat • Customer success
  • 6. Traditional user feedback • Problems • Slow • Too late • Focus on negative issues • Not enough data • Qualitative • Reactive – bug fixes © 2022 Observa, Inc. 6
  • 7. New reasons for getting user feedback • Market fit • Proactive releases make users feel good • Personalization • Users no longer expect products and systems to be static • Stay ahead of competition and disruptors © 2022 Observa, Inc. 7 • Environment fit • Natural experiments • Controlled experiments • New scenarios and usages • Changing environment • New things appearing • Old things disappearing
  • 8. No excuses for not getting user feedback • Data harvesting • Storage is cheap • Sensors are cheap • Processing is cheap • Users are NOT cheap • Domain specific data is invaluable © 2022 Observa, Inc. 8 • Data collection • Constant feedback is possible • Products NEED some connectivity for updates, etc.
  • 9. Designing for Feedback (not a section on guitar amps)
  • 10. Design – When? • 😀 Immediately! • Build into presentation • 🙂 Soon • Within a usage session • 😐 Before too long • Before a user forgets everything © 2022 Observa, Inc. 10
  • 11. Design – How? • With interaction • Ease of use • Not distracting • Optional • Not good: © 2022 Observa, Inc. 11 • Simple & quick: • Logging off or shutting down
  • 12. Design – How? • Passive data collection • Did they stay on the results screen for a while or bounce? • Did the user upload the results they got back to HQ? • Are they redoing the same task? © 2022 Observa, Inc. 12 • Did they save the results to their favorites? • Did they mash the button or yell at their device?
  • 13. Design – How? • Non-human • Did the navigation system make a sudden correction or cause human interaction? © 2022 Observa, Inc. 13 • Did a plotted route result in a stuck robot?
  • 14. Design – Why? • Why would a person do it? • How rewarded? • Ideas like recognition - your input was used in the latest release and performance fixes for efficiency • Frustration • Happiness © 2022 Observa, Inc. 14 • Why would a machine or corporation do it? • Because their humans told them to • Maximize ROI on fixed costs • Extend useful life • No new training
  • 16. When to integrate • The other side of the collection coin is that you must actually do something with the feedback! • Make it part of the data pipeline • Automate as much cleaning and validation as possible • Make it part of the update workflow • Review with humans as needed © 2022 Observa, Inc. 16
  • 17. How to integrate • Use locally • Example - Auto adjust overlap tolerance on panoramic camera based on user accepting/rejecting their own photos © 2022 Observa, Inc. 17 • At the edge • Upload back to servers in batches or at scheduled intervals • Always connected • Can be real-time
  • 19. Examples from Observa (my company) • Viewing a report allows for corrective input at any time • No need to “correct” the system, just report mistakes • On any chart of a report • By any viewer of the report • Remove from reporting immediately © 2022 Observa, Inc. 19
  • 20. Examples from Observa (my company) • Low confidence results “passively” come back for human review in the pipeline © 2022 Observa, Inc. 20 Incoming Image IR System Low Confidence Results Label Tool High Priority Review Training Data Reporting High Confidence Results Low Priority Review Training Data
  • 21. Examples from Observa (my company) • Observa app when field service users are in front of the shelf • Passive if they agree or need to reanalyze © 2022 Observa, Inc. 21
  • 23. In Conclusion • User feedback keeps your product relevant • User feedback can be collected cheaply and unobtrusively if you design for it • Your user feedback is unique and unobtainable by competitors • Users are motivated to help you: • Intrinsically • Financially • Emotionally © 2022 Observa, Inc. 23
  • 24. Resources Natural Experiments https://www.nobelprize.org/uploads/2021/10/advanced- economicsciencesprize2021.pdf The Virtuous Cycle of AI Products https://www.eriktrautman.com/posts/the-virtuous-cycle-of-ai-products Evolution of intelligent data pipelines https://www.technologyreview.com/2021/12/06/1040716/evolution-of- intelligent-data-pipelines/ © 2022 Observa, Inc. 24