We're collaborating on a six part educational series with Mark Tan, Director of Product and Community at Wyze. We'll discuss trends and takeaways when it comes to building products in tandem with your community. Mark will cover everything he's learned about community-driven product development, so you as a product manager (or other team leader!) can get as close to your end users as possible.
This week, Mark discussed how to maintain and scale your community and relationships with members as your business grows. We've also excerpted questions from our follow-up Slack Q&A. You can find new videos posted to our Community-Driven Product Development YouTube playlist every Tuesday afternoon, and you can join our live Slack Q&As on Thursdays.
My advice is to go back and check what your community responds to and focus your activities around the people. People respond differently to different kinds of activities. Some want to do things in social channels, others in a more private setting. The same goes for synchronous and not.
It’s always good to balance it to reach out to more people, but focus on how much interaction and feedback you are getting and use that as a basis on what format to spend more time on.
(Shout out to our community member Audrey Strohm for that fantastic question! ☺️)
We tend to focus on surveys around product quality, but we do have a dedicated survey to get a sense of how happy are they with the community or the process. It’s important to ask these questions separately and see if there are gaps. Here's one we did recently:
Not showing the full questions here by design, but this is one example where you focus on what the member feels - you can do this for pre-release or outside of those programs.
You can see how the questions shift from your product to their needs. It's one way to balance things.
Here are some:
Then, check that you are delivering this in the format that will be helpful to your community.
Quarterly is ideal, but the practical answer is monthly. We leave room for unexpected announcements and also remind ourselves that customers get communication fatigue. It's good to leave some space for a break to absorb and catch up.
First, the community member was very active in helping respond to community members. Then, we noticed that he also has a lot of background in forum and community moderation. He was giving us suggestions and tips on how to run things more smoothly. We started by giving him more access - first as a basic user, then mod, then admin.
Yes, async. We have a dedicated channel where we talk to him all the time. It’s important to keep that connection especially since he’s not a full-time employee. He loves helping the team so we haven't had any issues with this setup.
We invite people to host community workshops, design and test products, celebrate with us and do happy hour! Whenever we can, we share what we are working on and see if anyone would like to help or lead any of those projects within the community. They are normally centered around product events and launches.
We too believe collaboration helps strengthen communities. So thank you Mark, for partnering together on this series.🙂