Your Process for Collecting, Synthesizing and Acting on User Feedback

In a product manager interview at Remitly, you are asked how you gather feedback from your users. Explain the methods you rely on and how you put what you hear to use. ```hint Method follows the question Different methods answer different questions: behavioral data shows what people do, conversations explain why. Organize your answer around that, and end with one case where feedback changed what you built. ``` ### Clarifying Questions - Would you like my general practice, or one specific example from a product I worked on? - For a money-transfer product, should I cover both the people who send money and the people who receive it? - Do you mean ongoing feedback channels, or research done before building a specific feature? ### What a Strong Answer Covers - A mix of behavioral data and direct conversation, with each method tied to the question it answers - Deliberate effort to hear from users who rarely give feedback, such as recipients, people who speak other languages and users who left - How feedback is synthesized, prioritized and checked against data before it changes the roadmap - A concrete, structured example in which feedback changed a decision, including how the loop was closed - Awareness of bias: loud users, leading questions and hearing only from people who stayed ### Follow-up Questions - Interviews point one way and the funnel data points another. How do you decide which to trust? - How would you get feedback from people who receive transfers but never open the app? - How do you stop a few vocal users, or one senior internal stakeholder, from steering the roadmap?