Meet
Ingrid Vestby Fredriksen
!
Ingrid Vestby Fredriksen works as Head of Design at the product company Favrit, which sells the market's most modern cash register system for restaurants and bars. Their customers are fond of giving them feedback and Ingrid is responsible for organizing and understanding what people are saying. She makes sure that everyone at Favrit is on the same page regarding what matters most to their customers – and for that she uses Pilea.
The management team at Favrit allows the insights they receive from their customers to guide their decisions and direction when establishing new priorities or building new roadmaps. It is their customers who ultimately decide what they should work on next.
“Pilea is there every time we prioritize. I always like to present the top ten most important things that customers are asking for. We look at the top requests in Pilea and try to balance customers’ demands with our own work capacity, as well as how much value it can add for us overall. We then decide if we should start building a given feature or wait.”
“Also, low-hanging fruits that will only take us a day or two to build or fix usually go in a Jira board where developers can tackle them when they have the time.”
At Favrit, the design, sales, and customer success departments all talk to customers. Before Pilea, Favrit used a system called Pendo, but it was a bit cumbersome and expensive to register feedback.
“The biggest difference between Pendo and Pilea is how everyone in the team can provide feedback. It is so easy with Pilea.”
“People had to write to me if they had heard something, and I had to enter it in Pendo. It's much easier now that everyone just writes in Slack, tags Pilea, and it's registered.”
Ingrid says that everyone at Favrit knows about Pilea and how to use it.
"Everyone is talking about it. Customer success, Support and Design are adding all the feedback we get."
"At first, we weren’t sure whether the Sales team should record feedback from people who aren’t yet customers. Over time, we realized they should — because this feedback helps us understand what we need to develop in order to win those customers."
“It’s really nice to tell our customers, when they have a lot of requests and feedback, that we register it. We let them know that we have a whole system for that, where we can look at what’s most important."
"This way the customers understand that we can’t just do what they ask right away, but instead that we are listening to hundreds of customers and that we have to prioritize what issues are most prevalent. Then they understand a little more.”
Until Favrit got a system for handling all of their customer feedback, it was easy to get carried away by the most recent things customers had said. Now they are working towards creating the best POS system for restaurants.
“Now there’s more of a focus on the totality of everything that’s been mentioned, versus the latest thing you’ve heard a customer say. That’s probably the biggest change.”
We keep things light when it comes to sorting your feedback. When it comes to protecting your data? That's where we get serious.
Pilea is built in Norway 🇳🇴, hosted in the EU 🇪🇺 and scalable to product teams globally 🌍.
