UserVoice: Using A Customer Service Tool To Democratize Technical Debt

Not sure if you anyone has heard of or used “UserVoice” – It is a site that allows you to create “forums” for your products and then submit ideas, give users votes and they can vote them up, and an admin can say things are started, merge ideas, or mark when the idea has been completed (and the votes go back to the users).

UserVoice is (sorta) along the same lines as GetSatisfaction (another cool customer service 2.0 app). Pretty cool tools. If I was in a customer service role, especially with any type of user based or public product, I would be running these tools to gather ideas and feedback from my users.

I am in a technical role, so what I decided to do was “democratize” the development area of our product one of my teams is working on. We have a ton of technical debt (as do most teams, it is just a matter of what level of debt you have) – but what should we work on next from a technical perspective?

In comes UserVoice. Let’s throw out ideas on UserVoice, give everyone 50 votes, and the ideas that bubble to the top will become our next set of things to work on. One “idea” may become several “user stories” (we are agile). Our goal is to have 20-25% of our stories focused in on paying down our technical debt. If we didn’t, the debt would never get down to a low enough point to where we are very comfortable.

What is cool is that it really shows what the team wants to focus on next. People can have others vote up their ideas, etc. Also, getting the votes back at the completion of an idea is key. As you can imagine, our forum is private. The one cool thing about UserVoice is you can create multiple forums, with different ranges of settings, so you could also have a public forum, or a different private forum for a select group of users, etc.

One thing I wish I could do is maybe give different # of votes to different users. Integration out of the box with TFS or other systems would be nice too, I haven’t looked to much into that though.

If you have a team that ranges from medium to large, I would suggest checking out UserVoice to get the ideas and opinions of the members out on the table regarding your technical debt. You may be surprised as to what gets voted to the top!

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