Exciting developments to further improve client experience

Exciting developments within Feedback Ferret
to further improve client experience

Our mantra is quite simply “use feedback to improve customer experience”. It’s now our turn to practice what we preach and use feedback we have received to improve the Ferret client experience. Change is on its way!

We are continually striving to improve the service that we provide and are excited to announce changes to our internal processes that will help improve communication and transparency for our clients.

Feedback Ferret has adopted and embraced ‘Agile Project Management’ to drive our development process. This is a company-wide transformation and, after ironing out the process internally for several months now, we are keen to introduce you to the new way of working and the benefits it will bring in 2018.

What is Agile?

Agile is a time boxed, iterative approach to product development that builds software incrementally. It advocates adaptive planning, evolutionary development, early delivery, and continuous improvement, and it encourages rapid and flexible response to change.

It works by breaking features and functionality down into little pieces called user stories, which are then sized, prioritized, and continuously delivered within short, two week cycles called ‘sprints’. By starting with small requirements and adding to them incrementally over time, the features can be continually refined and tweaked over project lifecycles.

Agile 2

How will this affect our clients in 2018?

  • Clients will receive more specific dates of delivery/scheduled releases;
  • An improved and more thorough approach to requirements gathering will mean less uncertainty for clients when it comes to programme requirements;
  • We will be compiling a RAID Log for each project (Risks, Assumptions, Issues & Dependencies). This will enable us to keep clients better informed on progress on any given project at any given time;
  • There will be greater transparency on our internal development process so clients have a better understanding of how we operate internally.

What would we like from our clients?

  • An understanding that all development work will be fairly prioritised and scheduled based on urgency of business case;
  • Awareness that in order for work to be planned into a sprint, our Sales and Client Service teams need sufficient preparation time to create tickets and groom the requirements so that they can effectively be worked on by our developers. Typically this will be 2 weeks before a sprint begins, longer for larger pieces of work.

Of course, not all work can be planned in advance. First line support and bug fixes will continue to honour the SLA’s we have in place.

We’re looking forward to rolling the new Agile process out across all clients in the coming weeks and our Sales and Client Service teams will ensure you are kept fully informed of progress. If you have any specific questions relating to the process, please contact our Agile Project Manager, Kevin Francis – kevin.francis@feedbackferret.com

 

Mark Spicer, Technical Director & Piers Alington, Managing Director