INNOVATION

Feedback Grid

Thoughtful, thorough feedback is gold: It’s the only thing that truly enables you to improve your service or product. This hands-on, easy-to-use tool is designed to help you derive the most insights from feedback and translate it into actionable steps.
Goals
  • Review feedback
  • Cluster insights
  • Iterate your product
Tool themes
  • Testing
  • Feedback
  • Action steps
Information
Group size 1-15 people
Time 30 minutes
Material Template, Post-its and markers
Level Basic
Facilitation Beginner
DOWNLOAD FILE
Designed by PEAK. Copyright © 2020 by PEAK. All rights reserved
Before you start
Set up by drawing the feedback grid onto a whiteboard, or by downloading our template.
Provide enough Post-its and markers for everyone in the group to jot down their responses.
You can use the feedback grid during a meeting, workshop or user testing session, or directly afterwards. Just remember: The best feedback comes when thoughts are still fresh! 

STEP 1

If collecting feedback during the meeting, facilitate a discussion in which everyone shares their responses: things they liked, things that didn’t work for them, a wish list for next time and so on. Listen closely and write down what you hear on Post-it notes. Try to be as specific as possible, and keep the group focused on feedback, avoiding side discussions.
 
If you do the feedback session afterwards, pass out the Post-its and ask everyone to silently write down their responses – one thought per Post-it.

STEP 2

Take the Post-its and add them to the appropriate quadrants on the Feedback Grid. What worked well, and what could be improved? What open questions remain – things your participants didn’t understand? What wishes or ideas did they suggest?

STEP 3

The last step is connecting the dots: making sense and drawing conclusions from the array of opinions. Look for patterns or clusters of similar insights, quotes and ideas. Move the Post-its around if necessary – this can be helpful for creating connections.
Based on these conclusions, write down a list of actionable next steps. 
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