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May 13, 2021

Atlassian: Lessons from 5,000 pieces of feedback with Matt Tse

Matt Tse - Atlassian

Thank you for tuning in to Episode 2 of the People Driven Products podcast! In this episode, Matt Tse, Sr. Product Manager of Enterprise Cloud at Atlassian, talks about how he uses his experience in product discovery and design thinking to help customers find success with Jira and Confluence Cloud.

About the Episode

As a Senior Product Manager at Atlassian, Matt Tse uses his experience in product discovery and design thinking to help customers find success with Jira and Confluence Cloud.

When he joined Atlassian, the company was in the midst of rolling out its second version of the Jira Cloud. During his onboarding, Matt began digging into customer feedback — a lot of it.

That experience led to some interesting insights and ultimately an uncomfortable suggestion: the team needed to redo Jira version 2. Needless to say, those insights didn’t make Matt the most popular guy in the room. Though there was initial pushback to the idea of a do-over, it was hard to argue with the customer critiques Matt identified.

“It's literally the customer that's saying, we need to fix this part,” Matt says. “The pieces of feedback, complemented with real stories recorded from customers really made heads turn.”

And that’s indicative of much of Matt’s work with Atlassian (so far): breaking down barriers in order to hear and respond to customers.

In this episode of People Driven Products, Matt breaks down how he obtains customer feedback, how he communicates consumer insights to a team, and what he views as the keys to success as a product manager.

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