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

People Driven Products

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.