Accelerated Innovation

Capturing User and Stakeholder Feedback on GenAI Changes

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Capturing User and Stakeholder Feedback on GenAI Changes

Description

Capturing feedback on GenAI changes ensures organizations stay aligned with user needs, mitigate risks early, and improve overall solution effectiveness. This capability focuses on continuously listening to both internal and external stakeholders to assess the real-world impact of GenAI releases.

Why it's Important

Without timely and structured feedback, GenAI solutions risk missing the mark-creating frustration, reducing adoption, or introducing unintended consequences. As GenAI capabilities evolve rapidly, user expectations and stakeholder concerns can shift just as quickly. Capturing feedback allows teams to spot issues early, prioritize improvements, and build confidence through transparency. When done well, it turns users into co-creators, fosters trust in GenAI systems, and helps ensure changes actually deliver value.

Why it's Challenging @ Scale

  • Disconnection between developers and users: Product and engineering teams may lack direct visibility into user reactions or evolving pain points.
  • Feedback is scattered across multiple channels: GenAI feedback often lives in email, support tickets, dashboards, and informal conversations-making it hard to consolidate.
  • Low signal-to-noise ratio: Many users may provide vague, contradictory, or incomplete feedback, limiting its usefulness without structured analysis.
  • Lack of accountability for acting on feedback: Even when issues are surfaced, teams may not have ownership or incentives to respond.
  • Difficulty measuring feedback-driven impact: Without linking feedback to business metrics or product outcomes, it’s hard to demonstrate ROI or justify investment.

Complexity

High: Maturing this capability requires strong feedback loops, cross-functional workflows, and infrastructure to aggregate, analyze, and act on insights at scale.

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Taking Action

Though most organizations begin their GenAI journey with significant knowledge gaps, there are targeted actions that can be taken to accelerate the process. Select your group’s current maturity, based on your assessment results, and act today.

The most important part of any journey is starting… To move from “Exploring” to “Experimenting”, focus on the following key actions:
  • Explore Key Concepts & Best Practices: Complete the Integrated GenAI Change Management Best Practices workshop (2 hrs.) to understand foundational key concepts and explore applied best practices.
  • Explore Integrated GenAI Change Management Challenges.
  • Explore GenAI change management governance and control best practices.
  • Explore emerging EDD enabled GenAI change management.
  • Integrated GenAI Change Management Metrics & Success Measurement.
  • GenAI change management continuous improvement best practices.
  • Define Your Action Plan: Outline concrete, prioritized steps your organization will take to implement GenAI Strategy.
  • Align on your Current State and define your Target State.
  • Create an actionable enablement plan.
  • Define target timeline and measures of success.
  • Deliver Quick Wins: Small, high-impact GenAI projects that can demonstrate tangible value in a short time frame.
  • Deploy Lightweight Feedback Tools: Launch a feedback capture form within an early-stage GenAI application.
  • Initiate Stakeholder Listening Loops: Set up a recurring stakeholder listening session to capture needs and concerns.
  • Mine Existing Feedback Sources: Analyze qualitative user feedback from existing channels for common GenAI issues.
To move from Experimentation to “Lifting-Off”, prioritize the following actions:
  • Complete one or more of our Deep Dive Courses: Begin exploring key concepts and best practices, including:
  • GenAI Change Management Planning & Readiness Best Practices.
  • GenAI Change Management Risk & Incident Management Best Practices.
  • GenAI Change Management Adoption & Comms Best Practices.
  • GenAI Change Management Monitoring & Change Governance Best Practices.
  • Nail It Before You Scale It: Assess and optimize your solution or process before adopting it at scale
  • Assess Your Proposed Solution or Process: Review your feedback collection workflows to ensure they capture relevant, actionable insights.
  • Define in-scope Processes and Guardrails: Establish clear criteria for which GenAI changes require formal feedback collection.
  • Close any Data or Measurement Gaps: Identify where feedback is missing, underreported, or siloed-and address those blind spots.
  • Define Your Adoption & Scaling Plan: Create a structured roadmap for how GenAI solutions will be rolled out across teams, workflows, or business units
  • Define Your Phased Implementation Plan: Expand feedback mechanisms in waves, starting with high-impact GenAI solutions.
  • Build Awareness and Finalize Enablers: Ensure teams are trained on how to gather, interpret, and act on feedback consistently.
  • Operationalize Your Comms Plan: Define how you’ll share feedback insights across stakeholders to drive transparency and improvements.
To move from Lifting-Off to “Accelerating”, prioritize the following actions:
  • Formalize Your Best Practices: Document and standardize what’s working to ensure consistent, scalable success across teams and use cases
  • Standardize Feedback Collection Methods: Establish common tools and templates for capturing and tagging user feedback.
  • Define Actionability Criteria for Feedback: Create clear rules for which types of feedback should trigger response or escalation.
  • Integrate Feedback Loops into Dev Cycles: Embed review of feedback into sprint planning and post-release retrospectives.
  • Accelerate Your Adoption: Intensify efforts to embed GenAI across your organization by expanding use cases, increasing user engagement, and removing adoption barriers
  • Expand Feedback Channels Across Solutions: Ensure all major GenAI interfaces include an easy way to share input or concerns.
  • Enable Real-Time Feedback Dashboards: Provide product and ops teams with live views into trending GenAI issues or user sentiment.
  • Empower Teams to Act on Feedback: Provide local teams with guidance and autonomy to respond quickly to relevant feedback.
  • Celebrate Your Wins: Publicly acknowledge team accomplishments to build and sustain adoption momentum
  • Showcase Feedback-Driven Improvements: Highlight real product updates made in response to user or stakeholder input.
  • Recognize Feedback Champions: Acknowledge individuals or teams that consistently advocate for the voice of the user.
  • Broadcast Success via Internal Channels: Share positive feedback and outcomes through newsletters, Slack channels, or all-hands meetings.
The “Accelerating” stage represents “Target State” for many capabilities. “Breaking Away”, on the other hand, suggests that the specific Capability represents a clear competitive advantage for your business.
  • Streamline & Embed: Integrate GenAI into core workflows while eliminating friction points to make usage seamless and routine
  • Embed Feedback Tools Into Core GenAI UX: Ensure that giving feedback is a seamless, intuitive part of every GenAI user experience.
  • Automate Feedback Categorization and Routing: Use AI to triage, label, and forward feedback to the right owners in real time.
  • Incorporate Feedback into Standard Operating Procedures: Make response to user and stakeholder feedback part of routine product lifecycle steps.
  • Leverage Automation: Use GenAI-powered tools and workflows to streamline repetitive tasks, enhance operational efficiency, and reduce manual effort
  • Automate Feedback Sentiment and Topic Analysis: Apply LLMs to distill meaning from large volumes of unstructured feedback.
  • Auto-Generate Feedback Summaries for Teams: Deliver regular, role-specific digests of top themes, trends, and action items.
  • Link Feedback to Product and Performance Metrics: Integrate user sentiment signals with OKRs and KPIs to drive prioritization.
  • Evolve & Further Accelerate: Continuously refine GenAI strategies based on insights and outcomes, while expanding into more complex or high-impact use cases
  • Expand Feedback Scope to Cover Ecosystem Needs: Gather feedback from third parties, partners, and non-technical stakeholders.
  • Continuously Benchmark Feedback Quality: Track improvements in clarity, actionability, and completeness of submitted feedback.
  • Refine Feedback Strategy Based on Impact: Adjust collection methods and channels based on what insights actually drive change.

Key "Watchouts"

  • Treating Feedback as a Checkbox Exercise: Collecting input without intent to act erodes user trust and wastes stakeholder time.
  • Over-relying on Passive Feedback Channels: Waiting for users to speak up may miss critical issues or underrepresent key segments.
  • Failing to Close the Loop with Users: Not communicating outcomes after collecting feedback can reduce future engagement.
  • Overloading Teams with Unfiltered Feedback: Without structure or prioritization, feedback can overwhelm product and ops teams.
  • Focusing Solely on Negative Signals: Ignoring praise or feature requests can limit opportunities for improvement and innovation.

Targeted Benefits

  • Stronger alignment between GenAI solutions and user needs: Feedback helps validate whether solutions are actually solving real problems.
  • Faster identification of issues and risks: Continuous listening surfaces emerging problems before they escalate.
  • Improved adoption and satisfaction: Users who feel heard are more likely to embrace and promote GenAI capabilities.
  • More accountable and responsive development cycles: Feedback creates pressure and clarity for acting on what’s important.
  • Stronger stakeholder confidence in GenAI initiatives: Transparent feedback mechanisms build trust across business and technical audiences.

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Eddie
Accelerated Innovation

Hi, I'm Eddie 👋

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