### **Problem**

We get valuable feedback from users through support and sales channels. They can be from a current user, a former one or someone who's recently cancelled a plan. Apart from feedback concerning pricing, internal decisions or procurement, they tend to fall in one of these categories:

* feature requests Begin of the insertion

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End of the deletion * bugs Begin of the insertion

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End of the deletion * UX issues Begin of the insertion


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End of the deletion We have a system in place to track feature requests (with votes) and report bugs, but nothing for UX issues that are neither feature requests or explicit bugs.

Sometimes, feedback concerns multiple features/bugs, and is harder to pin to one particular thing. And when this feedback is in Odoo, it's hard to follow-up with it in an actionable manner, because the feedback concerns _usage_ rather than individual features. (Often after on-boarding).

Examples of such feedback are:

* Incomprehension around a certain design element or feature (what does this do?) Begin of the insertion

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End of the deletion * Difficulty using a feature (too small, too hidden, too slow...) Begin of the insertion

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End of the deletion * Lack of discoverability or feedback of a certain feature Begin of the insertion

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End of the deletion * Cumbersome experience Begin of the insertion


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End of the deletion **The feedback is often shared on Element or on our weeklies, but they are not always tracked and or even structured for them to be actionable.**

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### **Goal**

Direct feedback is extremely valuable. Our goal is to:

* **improve how we collect and channel user feedback** concerning UX optimisations Begin of the insertion

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End of the deletion * **improve our internal process** to track and prioritise them Begin of the insertion

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End of the deletion * **commit to addressing high-value feedback** to continuously improve OpenProject Begin of the insertion


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End of the deletion ### **Proposal**

We propose treating UX optimisations similarly to bugs and features, and introducing a process to help channel, track and respond to feedback:

* **Create a new type in Community called "UX optimisation"** or simply "UX" with this structure: Begin of the insertion

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End of the deletion * UX issue in one paragraph Begin of the insertion

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End of the deletion * Source: user feedback, personal experience... Begin of the insertion

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End of the deletion * Details (ex: copy/paste user feedback), or summarise manually Begin of the insertion

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End of the deletion * Odoo ID (or link? privacy), also tag "feedback" on Odoo so that the Sales team will then also prepare meetings to share relevant feedback. Begin of the insertion

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End of the deletion * Related features or bugs (if any) Begin of the insertion

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End of the deletion * UX optimisation (from Design team) Begin of the insertion

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End of the deletion * **Create a wishlist-like version** for such optimisations, like "Known UX issues". Once a UX issue is "confirmed" by the UX/Design team, it goes into this pool Begin of the insertion

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End of the deletion * **We commit to addressing at least one UX optimisation per release** Begin of the insertion

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End of the deletion * We can take on more if there are sufficient resources Begin of the insertion

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End of the deletion * For urgent optimisations, we can take them on in point releases and patches Begin of the insertion

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End of the deletion * **Optionally, a system of votes** Begin of the insertionsimilarEnd of the insertion Begin of the deletion imilarEnd of the deletion to features can be implemented should we find that multiple users report the same issue Begin of the insertion


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End of the deletion The Design/UX team will be responsible for prioritising UX optimisations and, along with the dev team, deciding which ones to add to a certain version during version scope planning.

### **Open questions**

* Sometimes hard to distinguish between Feature and Optimisation.  Begin of the insertion

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End of the deletion * Communicate problem maybe? Begin of the insertion

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End of the deletion * Workflow: Once feedback is gathered and structured, what next? How do we turn it into something devs can respond? Begin of the insertion

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End of the deletion * **Proposal**: When we add it to a release, then Design team comes up with a proposal (specs + mockup if necessary) and then we treat it similar to a feature.