Collecting user feedback sounds straightforward until you have 1,100 accountancy offices, 200,000 entrepreneurs, 11 development teams, two countries with different legal requirements, and two distinct user groups who want fundamentally different things from the same product. At that scale, the challenge is not collecting feedback. It is making sense of it.
At Gathering #12, hosted at Yuki HQ in Antwerpen, Jan Dupont walked through the reality of managing user feedback at Yuki, an automated accounting platform that has been operating for nearly 20 years. What made his perspective unique was not just the scale but his personal journey: Jan started as an accountant at Deloitte, moved to Yuki as a customer success consultant, then became a product owner, and eventually a product manager. He has seen the feedback challenge from every angle.
