Which JIRA board, project type, and confluence space are best for customer feedback program and VOC?

[Elle Reyes]

I'm establishing a customer feedback program / VOC. Which JIRA board and project type would be best for this program? This will include interdepartmental communications, tracking internal requests, and other components to improve our processes. 

[juan_afanador]

Hello, I have the same question as Elle, so wanted to refresh this and see if there's anything new.

I'd like to use Jira as a way to transmit customer feedback so that it can be indexable and actionable by multiple departments.

Are there any specific Confluence templates, or Jira board templates / product types folks have found useful to link and use?

[Kesha Thill]

Hi @Elle Reyes! 

I'm not sure if this totally answers your question, but for the type of Confluence page to capture customer insights, it may be best to start with a blank Confluence page and format it to include headings that you think would be important in capturing your insights. Once you have something you're happy with, I'd make it a template so you can reuse the same format for all of your customer insights.

This article on capturing customer interviews in Confluence (although the UI is somewhat out of date) may give you some ideas on how you can format that page to gather customer feedback.

[Elle Reyes]

@Kesha Thill hello and thanks for the tips. 

Also, is there a support page for tips on JIRA setup? Business and Project type with Sprints, and Kanban.

I'm still mapping out what the pages should include. 

[Kesha Thill]

Hi @Elle Reyes - sorry, I realized I never responded to this but the Jira team just launched some new guides that may help with setup if you're still interested. - https://www.atlassian.com/software/jira/guides

[Nic Brough -Adaptavist-]

Very hard to say without a detailed look into your feedback needs and whatever a VOC is ("Volatile organic chemical" springs to my mind, but there are two biochemists in my immediate family)

At a stab, I would say a simple Core project would cover the basics.  A simple workflow, with a handful of fields for capturing the initial data and recording what actions you take on it.  That could help you with linking to development work too (Feedback FB-123 lead to Development Stories UI-42 and WEB-87).

A Core board might be enough for that, but I'd look at adding Kanban boards, if your feedback requests start being handled by multiple people in different teams that have different processes.  And I'd probably reach for Confluence if it is likely the feedback is going to result in things that need documentation, or even notes on how you've processed the feedback and decided how to incorporate it into new stuff - people often appreciate being informed about your thought process around their feedback as well as what they're actually going to get.

[Elle Reyes]

Thanks for the feedback, Nic.

VOC as in Voice of Customer.

I would like to translate the feedback into actionable insight to share with other functions and put the data to work. I was thinking JIRA Project type with Sprint Board, and yes Kanban, as well. Confluence for documentation; though, it's all hypothetical and was hoping someone in this community has a similar setup they could shed light on options. What type of Confluence page, for instance, is best for what I described.

[Elle Reyes]

@Nic Brough -Adaptavist- thanks for the feedback.