Grouping with Product Areas and labels in Listen

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You can add Product Areas and labels to feedback items and ideas to help you organize your data. Use Product Areas for top-level segmentation of your requests, and then add labels for a more granular and flexible view of your customer feedback. 

Best practices

We recommend that you use broad names for your Product Areas that correspond with key, high-level locations in your application. Reserve labels for additional, custom data, such as specific actions, features, revenue segments, themes, and trends.

For optimal data management and efficiency, we recommend the following:

  • Assign a Product Area before adding labels.
  • Use consistent terminology across Product Areas and labels.
  • Be careful not to use multiple names for the same Product Areas and labels.
  • Collaborate with a cross-functional group of people across your organization to agree on a list of Product Areas, labels, and label categories.
  • Train your team of Listen Contributors and Managers. For information about Listen-specific permissions, see Roles and permissions.

Because labels are so flexible, there are additional best practices for labels specifically. For more information, see the Labels section in this article.

Product Areas

Each feedback item and idea in Listen can be assigned one Product Area. Product Areas are specific, tangible locations that represent core areas of your application. They are product-focused and allow you to filter feedback items and ideas by what part of the application they relate to. This is good for top-level segmentation of your feedback items and ideas, and so we recommend that you keep your Product Areas broad.

Product Areas in Listen are good for helping colleagues find the feedback items and ideas that are relevant to their teams. For example, you can create a custom view of feedback filtered by your Product Area for you and your team to come back to.

For more information, including instructions for creating Product Areas, see Product Areas.

Labels

Labels help you to group your data by categories such as teams, key themes, and so on based on your strategic goals. You can add multiple labels to a feedback item or idea. They can be as specific and tangible or broad and process-oriented as your organization needs them to be.  

A label can be anything: a team, an initiative, a theme, data, and so on. This provides a flexible way of tracking and filtering feedback and ideas. For example, you might want to assign a feedback item to the Sales team by adding a label like "Needs action: Sales" and add items with this label to a custom feedback view for Sales. 

Best practices for labels

As well as the best practices outlined at the beginning of this article, that you be intentional and plan ahead. Create labels with your end-goal in mind. For example, you might want to use team-based labels to build a custom view of feedback for each team. Ask questions like:

  • What do you plan to use labels for?
  • What insights are you planning to gain?
  • How do you plan to use labels in decision making?

Limit the number of labels you create. Don't label every feedback item, especially if you receive a high volume. Focus instead on groups of feedback items.

Label categories

Make use of label categories to make labels easier to find. For example, you might want to add actions for a specific team to see, such as dev: bug for the development team to address issues that are reported about the application.

Add label categories to group labels together using the format: CATEGORY: LABEL. For example:

  • Actions
    • Action: Follow up

    • Action: Contact customer

    • Action: Raise bug

  • Personas
    • Persona: CSM
    • Persona: PM
    • Persona: Developer
  • Teams
    • Team: CS
    • Team: Sales
    • Team: Product
    • Team Engineering
    • Team: Support
  • Products
    • Product: Guides
    • Product: Analytics
    • Product: Listen
    • Product: Integrations
  • Industries
    • Industry: Banking
    • Industry: Healthcare
    • Industry: Software
  • Locations
    • Location: EMEA
    • Location: Japan
    • Location: US
  • Plans or tiers
    • Plan: Gold
    • Tier: Enterprise

Assign Product Areas and labels

You can add Product Areas and labels to existing feedback items and ideas in Listen. You can also add a Product Area and labels to a feedback item during the feedback submission process.

  • To assign or update the Product Area for a feedback item or idea, select an existing Product Area from the dropdown menu or select + Create Product Area at the bottom of the menu. Each feedback item or idea can have only one Product Area assigned to it.
  • To add labels, select the Labels field, ensuring that you're selection is outside of any existing labels, and either choose an existing label from the dropdown menu or start typing to create a new one. Labels are grouped under category headings. For instructions on creating categories, see Label categories in this article.

Product Areas and labels that you create in Listen are visible for both feedback items and ideas.

Filter feedback and ideas by Product Areas and labels

Use the pick lists below the main filters in your feedback view or the Ideas list in Validate to filter the results by Product Areas and labels.

PAs and Labels.png

You can also edit the columns of your feedback views and Ideas list to order your feedback items and ideas by Product Areas and see associated labels without opening each one. Select the Manage columns icon in the top-right corner of the Feedback or Ideas table to choose and rearrange your columns.

Product areas and labeels table.png

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