Feedback loops

What is it?

Feedback related to problems with a project – or suggestions for improving it – that flows back to an organisation indirectly.

What is it useful for?

Spinning off new projects or making improvements.

How can I do it?

Gather user feedback through in situ channels, for example salespeople who interact with clients or service operators for a piece of equipment.

Put aside ideas that emerge in post-launch feedback (as well as ideas that emerged during the design process) – if you decide to develop them later, they’ll then go through the design process again on their own.

Equally, it’s very useful to document and log lessons from the entire design process, in a library of case studies for example or a methods bank.