Momentus has a process for Elite users to submit product feedback to the Elite product team. Customer feedback is very important to our roadmap process! We want customers to know their feedback is heard, and we are making changes in the product based on this feedback.
This article is intended to give you an overview of the Momentus roadmap process, as well as the process for submitting feedback. If you are interested in submitting feedback, you can jump right to the steps on how to do this.
In this article:
- The Momentus Roadmap Process
- The Momentus Feedback Process
- Use the Momentus In-App Product Feedback Portal
- Frequently Asked Questions
The Momentus Roadmap Process
To understand the Momentus Ideas/Feedback Process, we first want to explain the Momentus Roadmap Process. The graphic below best explains our process. Some additional context is provided below the graphic. (Right click and open the image in a new tab to see a larger version.)
1. We start with Strategic Vision (our Product Strategy)
Momentus spends time talking to our customers to learn about feedback on our current product offerings, as well as what are the trends in the market, so that we can "skate where the puck is going" (to use a hockey metaphor). In other words, we want to focus on building what moves your business and organization forward in large steps, not just small steps that may help to optimize where your business exists today.
2. We collect feedback (enhancement requests) from our customers
We feel it is important that customers have a process to share enhancement requests with Momentus. More about this later in this article.
3. We review the feedback, and see how they overlap with our Strategic Vision
This is an important step in our roadmap process. We review customer feedback and determine if it fits with our product strategy. If it fits, it is considered for product discovery. If not, we set those ideas aside and consider (at some point in the future) whether we need updates to our product strategy.
4. We complete Product Discovery on areas of our Strategic Vision
In this phase, we talk to customers about a specific area of the product, their specific likes and dislikes, and how we can make it better. Once we identify areas of improvement, we create concepts and do concept testing. It takes time to complete these steps; however, we feel it is important to release a quality product that delivers amazing value/improvements for our customers.
5. We create a public-facing roadmap two times a year
The right side of the graphic above explains that we have two roadmap cycles per year. While we conduct discovery year-round, we need to have a cutoff date for publishing our public-facing roadmap. Each period we deliver both a six-month "committed" roadmap and a "directional" roadmap. These roadmaps are available to customers to view what Momentus is planning over the next year, so you can plan accordingly.
6. We complete Product Delivery based on our public-facing roadmap
This is where we build the products on our public-facing roadmap. Depending on the Momentus product you are using, this release cycle can vary.
The Momentus Feedback Process
The Momentus Feedback Process is the specific process for how we collect feedback from customers. Our feedback process follows the steps in this graphic. (Right click and open the image in a new tab to see a larger version.)
1. Feedback is submitted by a customer
A customer uses our in-app form to submit feedback—step two in our roadmap process (instructions below).
After feedback is submitted by a customer, it is reviewed against the public-facing roadmap (this is part of step three in our roadmap process).
We take one of the following actions when feedback is reviewed:
- Need more information: If we need more info to understand your request, we will reach out to you directly.
- Not on roadmap: If the feedback is not related to a product area on the roadmap, no action is taken. We review it again during the next roadmap cycle.
- Customer issue: If the feedback is related to an issue you are experiencing, we refer your issue to customer support. That said, we prefer you follow our Ticket Submission Information if experiencing issues with Momentus Elite.
- Existing feature: If the feedback is related to a feature already available in the product, we will contact you to let you know.
- Idea created: If the feedback relates to our public-facing roadmap, it proceeds to the next step.
2. An Idea is created by the Momentus Product Team
After feedback is submitted by a customer and that feedback is on our public-facing roadmap, the product team creates an Idea that represents how we may address the feedback in the product (this is part of step three in our roadmap process). Although Momentus customers will not be able to view their previously submitted feedback, they can view Ideas generated by the product team and based on the feedback submitted. As the catalog of Ideas also includes feedback logged by our internal teams, we make it clear in the Idea if the feedback was based on a customer suggestion.
New feedback is considered at the beginning of each planning cycle. Momentus product planning is reviewed twice a year, in order to plan for six months at a time. This means you may not see an Idea related to your feedback right away. Ideas which have the most customer votes, or that align with the current product strategy, are weighted more heavily when being considered for inclusion in the product roadmap.
3. Idea receives votes from other supporters
Other customers can vote on an Idea using our in-app form. See View and Vote on Existing Ideas.
4. Ideas progress through the Momentus Roadmap Progress
After an idea is posted, you will see it move through these stages of development:
- Under Consideration: These Ideas are under consideration but are not committed for development. Feedback on these items helps guide prioritization and solution design. New feedback requests are reviewed for alignment with our product directional roadmap and their scope of work researched before they appear here.
- In Development: Items are undergoing active development. Feedback helps ensure the final product meets customer expectations.
- Now Available: Items that have been developed and are now available on the latest versions of Momentus.
- Big Ideas: These are general themes or big picture ideas that are not on the roadmap but help the Product Team keep a pulse on other suggestions and enhancement requests.
Use the Momentus In-App Product Feedback Portal
Customer feedback is very important to our roadmap process and we welcome it! The instructions below walk you through how to use the feedback portal:
Navigate to the Product Feedback Portal
Product feedback and ideas are submitted via the Product Feedback Portal, accessible in the Elite application.
To open the portal:
- In the left sidebar, click Help.
- In the Help widget, click Product Feedback.
- In the portal you can:
- View Ideas in various stages of development: Under Consideration, In Development, Now Available, and Big Ideas. See above for more information.
- Vote on Ideas.
- Give us feedback.
Submit New Product Feedback
- Navigate to the Product Feedback Portal.
- In the upper right corner of the portal, click Give feedback.
- Add the problem you are trying to solve. Please answer these questions (the text box has a limit of 2000 characters). You may be contacted for further information.
- What functionality are you asking for?
- How will your organization use this feature?
- What problem will this solve?
- What is your current workaround?
- Add the importance of the request: Must have or Nice to have.
- Click Submit.
After we’ve received your feedback request, it will be reviewed by the Product team and an Idea created if it is on the public-facing roadmap. At that point, you will also be able to view it in the Product Feedback Portal. You will also be able to see the idea as it moves through the phases of our roadmap process (Under Consideration, In Development, Now Available).
View and Vote on Existing Ideas
To view ideas that are based on feedback from other customers:
- Navigate to the Product Feedback Portal and select one of the tabs mentioned above.
- Click a card to open it and see the full text.
- To vote on an Idea:
- Click the importance (Must have, Nice to have, or Not interested).
- Add the problem you are trying to solve. Please answer these questions (the text box has a limit of 2000 characters). You may be contacted for further information.
- What functionality are you asking for?
- How will your organization use this feature?
- What problem will this solve?
- What is your current workaround?
- Click Submit.
- If you do not wish to vote on the idea, click on the x in the upper-right corner of the card to close it.
Want to remove your vote? Reopen the card and click Remove.
Frequently Asked Questions
I submitted feedback – how do I see the status?
- New feedback is first reviewed by the Product team before it can be moved to the Under Consideration phase. Please note that the Product team only reviews feedback that meets our product directional roadmap – for more information about the roadmap contact your Account Manager.
Will I receive a reply from Momentus for my submitted feedback?
- We are unable to send responses for individual feedback. However, feedback for a product area on the public-facing roadmap will be converted to an idea and visible on the product feedback portal within Momentus.
My request is a really small change. Does that need to go through this process?
- Momentus will address very small changes (that do not require discovery) outside of this process. We are working on a process for these smaller changes, but at the present time we do not have a process to communicate. We will share more on this at a later date.
Do customers receive a notification when a status changes?
- Currently we are unable to send a notification when feedback moves to the next stage. Please review the product feedback portal to see updates to an idea's status.
Do you reject requests?
- Requests will not be rejected, even if they do not initially align with our directional roadmap. Requests are saved in the event that there are future changes made to the roadmap.
How are votes counted: by user or by customer/account?
- Votes are displayed on the Product Feedback Portal based on number of users who support the idea.