Collecting user feedback is easy. Every product team has a Slack channel, a support inbox, and a backlog full of feature requests. The problem is not getting feedback. It is making sense of it when you have 200,000 customers, 10 product teams, and feedback arriving through a dozen different channels in three different languages.
At Gathering #12 in Antwerpen, Jan Dupont, Product Manager at Yuki, shared the lessons learned from building a feedback system that scales. His talk was not about tools or software. It was about the organizational design, the processes, and the hard decisions required to turn a firehose of user input into clear, prioritized signals that product teams can actually act on.
The audience appreciated the candor. Jan did not present a polished success story. He walked through the evolution of Yuki's approach, including the things that failed, the process changes that stuck, and the trade-offs that remain unresolved.
Original Presentation Slides
Download the slides from this talk as presented at the gathering.