More notes from Tech-Ed. This time its what I heard about the Product Feedback Center experience.
Forced Search First
This is great for first timers, but really bad for your best contributors. The consensus seemed to be that we should find a smart way to let good bug finders loose on the system and trust them to do the right thing. Suggested bugs shown on the bug entry UI would be acceptable still.
Our responses; the time to, quality of, etc have the ability to completely color the experience above any of the end results. Users really liked the idea of an escalation path if they felt they got a lame response that didn't involve re-opening the bug. One person asked if we moderated all the replies that go to customers. When I said no, he asked why not? That's how important users seemed to feel our responses where.
Post Whidbey RTM
I think we ultimately need to be very clear and upfront with customers that file bugs after we ship whidbey about what we are going to do with those bugs. It goes back to the importance of the response that I called out above. It was hard to get the conversation back on topic once the issue of product servicing was brought up. I'll go back to this in my notes about MS perception.
There were more than this, but I can only write so fast. The fact that you could see and vote on other peoples bugs (and that they could vote on yours) was considered an important success factor because its a lot easier to understand fix % if you see a line of bugs with more votes than yours ahead of you.
Again, there were lots more quotes, but most of them fell into the basic themes captures above. Next time I need to get a dedicated note taker for these sessions.