Atlassian: Lessons from 5,000 pieces of feedback with Matt Tse, Sr. Product Manager, Enterprise Cloud

Show Notes

As a Senior Product Manager at Atlassian, Matt Tse uses his experience in product discovery and design thinking to help customers find success with products, such as Jira and Confluence Cloud. 

A native of Canada, Matt found a welcome change of pace when he moved to Australia and joined the Atlassian team.

At the time, Atlassian was in the midst of rolling out its second version of the Jira Cloud. During his onboarding, Matt began digging into customer feedback — a lot of it. 

That experience led to some interesting insights and ultimately an uncomfortable suggestion: the team needed to redo Jira version 2. Needless to say, the thought didn’t make Matt the most popular guy in the room. Though there was initial pushback to the idea of a do-over, it was hard to argue with the customer critiques Matt identified. 

“It's literally the customer that's saying, We need to fix this part,” Matt says. “The pieces of feedback, complemented with real stories recorded from customers really made heads turn.”

And that’s indicative of much of Matt’s work with Atlassian (so far): breaking down barriers in order to hear and respond to customers.

In this episode of People Driven Products, Matt breaks down his exhaustive methods towards customer feedback, how he communicates consumer insights to a team and the key to success as a product manager. 

What is People Driven Products?

As a PM, your job is to make products and features your users love. But we all know that’s easier said than done.

That’s why we made People Driven Products. You’ll learn how to make products people love and get insights from the PM leaders behind some of the fastest growing and most successful tech companies in the world.

The show is hosted by Ryan Glasgow, who has over a decade of experience managing products at companies like Weebly and Vurb (acquired by Snapchat) and is now the Founder and CEO of Sprig (formerly UserLeap).

In each episode, he’ll be talking with PM leaders at companies that are masters of gaining customer insights, and making customer-centric products.

You’ll learn from some of the best PMs in the world and get practical advice on how to create a customer-centric product team, build a customer-focused culture (and get your company on board), get user feedback quickly, make decisions from those insights, craft a compelling story from the data you gather, help your company make the right product decisions, and most importantly, make products people love.

We can’t wait to share these insights with you, and truly hope that each one helps you and your company, create people-driven products.

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