From Suggestion to Shipped: DevRel and Customer Relation Role in Shaping Products
- burner addict
- 6 days ago
- 5 min read
Have you ever used an app and thought "If only it had this one feature?"? I strongly believe we all have. But what's next? Most of the time, we don't take any action with that idea and it gets shoved into the ether. For more proactive people, they might make a complain online about it, but that's it. There's this feeling of a huge wall between us, the users, and the product teams who build the tools we rely on daily basis. But what if you could break through that wall? In this post, we'll explore three real-world examples where my feedback was heard and break down the framework that made it happen.
The Art of Effective Feedback: A Framework for Constructive Dialogue
Not all feedback is created equal. To be effective and to be heard, feedback needs to be presented as a respectful, constructive proposal. Over time, I've developed a personal framework for creating feedback that gets noticed. It centers on what I call V.I.P.P principles:
Value: Focus on feedback that provides clear value. This could be fixing a broken user experience, closing a gap with a competitor, or improving the product's alignment with its real-world purpose. The goal is to show how the change benefits not just you, but the user base and the business.
Insight: Don't just identify a problem; provide insight into why it's a problem. Go above and beyond. Do the homework. A well-researched, logical case is far more compelling than a simple complaint. Present a brief and clear hypothesis and/or a clear a solution. It doesn't have to be a 300-pages deep dive analysis to present the problem, you can easily compressed it to a short paragraph (if your method of communication is email) or a 2-3 sentences in any other form of communication.
Persistence: Understand that product teams are incredibly busy, balancing hundreds of priorities. An initial email can get lost. Respectful, professional persistence is key to ensuring a good idea gets seen by the right person.
Presence: Be present where the team is listening. Not all feedback channels are equal, and your insight is only effective if it reaches the right audience. Instead of relying on a generic email, take a moment to find the community hubs the team actually monitors. Platforms like X, official forums, or community Discords are often where teams actively solicit feedback.
From Suggestion to Shipped Feature: Three Case Studies
Here is how this framework looks in practice. But firstly, to be fully transparent, I acknowledge these might be many coincidences, with the feature/bug fix already underway in the background. However, it still demonstrates that active communication can turn user suggestions into actual features.
Case Study #1: The Simple Fix - Aligning Konami's eFootball with Reality
The Problem: In September 2022, I noticed a significant discrepancy in the soccer simulation game eFootball. The official laws of the sport had permanently changed to allow five substitutions per match, yet the game was still operating on the outdated three-substitute rule. This created a jarring gap in authenticity for anyone who follows the sport closely, and complaints started pilling up in the community.
The Action: On September 9, 2022, I sent a single, concise email to Konami support. I clearly stated the official rule change, cited the date it was made permanent, and respectfully suggested that updating the game would enhance realism and user satisfaction.
The Result: Although the company reply was a straight up refusal to give any detail on the change or acknowledgement of the idea, less than a month later, on October 6, 2022, Konami's official patch notes for the game announced the change to five substitutions. My simple, logical suggestion, which highlighted a clear value proposition (realism), was seemingly aligned with the team.
Case Study #2: The Strategic Win - Improving Wealthsimple's Core Experience
The Problem: As an active user of the Wealthsimple platform, I identified two distinct issues. The first was a critical bug: the 'Transfer' function was inoperable in one tab, creating a frustrating and broken user journey. The second was a strategic feature gap: the platform lacked pre-market and after-hours trading, a key capability offered by competitors that is essential for active investors.
The Action: I submitted two separate, detailed reports. For the bug, on May 17, 2022, I provided exact detail of the error. For the feature suggestion, on May 22, 2023, I outlined the business case, explaining how extended-hours trading was available on other platforms and it would significantly improve the platform competitiveness.
The Result: The bug report was escalated to the engineering team on the same day it was reported and was fixed in a later update. Later, on Dec 20, 2023, they invited my for an early access testing. Ten months after my feature suggestion, on March 26, 2024, Wealthsimple announced the launch of extended-hours trading, closing the competitive gap I had identified.
Case Study #3: The Persistent Push - Getting a Widget on Google's Gemini
The Problem: In early 2025, while using the Gemini mobile app, I noticed the absence of a home-screen widget. For a modern AI assistant, quick, on-the-go access is a primary use case, and the lack of a widget created unnecessary friction compared to other apps.
The Action: My first two outreach attempts on March 19, 2025, didn't get a response. Believing in the value of the idea, I sent a concise and respectful follow-up on March 20th. This time, it was seen by an active DevRel, Logan, who recognized the value and transferred it directly to the app's Product Manager.
The Result: My persistence paid off. By getting the idea directly to a decision-maker, it was acknowledged as a valuable suggestion. Shortly after, the widget feature was developed and released to all users, improving the core convenience of the app.
The ROI of Listening: Why DevRel and Customer Relation Matters
These examples aren't just about one user getting what they want; they illustrate a significant return on investment (ROI) for companies that listen.
Provides Free R&D: Proactive users are a source of high-quality competitive analysis and innovative ideas. The feedback on Wealthsimple's feature gap or Gemini's lack of a widget is insight that companies might otherwise pay research firms to discover.
Reduces User Churn: The bug in the Wealthsimple app was a point of friction that could cause users to abandon a transaction or even the platform. Fixing these issues quickly and efficiently, as they did, is critical for user retention.
Builds Brand Loyalty: When users see their feedback acknowledged and acted upon—as in all three of these cases—it transforms them from simple consumers into loyal advocates. That positive sentiment is more powerful than any marketing campaign.
Final Thoughts: Becoming the Bridge
It is possible to be heard and to make a tangible impact on the products we use every day. The key is to move beyond simple complaints and become a constructive partner in the product's development. By providing feedback that is insightful, valuable, and presented respectfully, we can help close the gap between user needs and product reality.
In a competitive landscape, the companies that win will be the ones that build the strongest bridges to their users. My passion lies in designing, building, and strengthening those bridges.
