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Renske van der Heide and Erik Pols are TOPdesk product managers. They visit customers throughout the development phase to fully understand their wishes and needs, and use this knowledge to improve our software.
ITS ALWAYS TRICKY TO BALANCE TOPDESK SO THAT ITS PERFECT FOR EVERY ORGANIZATION
DEPARTMENT IN FOCUS 25
Preliminary research
Product managers prefer to visit customers before the development of a new product has even begun. During these visits, they see how and why customers use TOPdesk and they use this information to improve the product. Pols and Van der Heide often visit customers. We have customers tell us how they use TOPdesk, explains Pols. Some find that odd, but concrete information about our product is invaluable to us. For instance, its really useful to know which information people would want to add to certain forms. Do they want extra fields? Or do they want to not be limited to the standard fields, allowing for more flexible data entry? Answering these questions helps us improve TOPdesk forms. However, TOPdesk is interested in more than just how the product is used, as Van der Heide explains. We also want to know what other tools and products our customers use to do their work. This can vary from making notes on post-its to other software. What we want to know is, why not just use TOPdesk? People are experts in finding solutions, but each post-it a customer uses is a sign that we can improve our software. TOPdesk is used by organizations and departments with a wide variety of sizes and requirements. It is a challenge for product managers to adapt the tool to suit each customer. Its always tricky to balance TOPdesk so that its perfect for every organization, says Pols.
EACH POST-IT A CUSTOMER USES IS A SIGN THAT WE CAN IMPROVE OUR SOFTWARE