Industry
IT Services and IT Consulting
Location
Freiburg, Baden-Wurttemberg
Employees
11-50
Used Apps
Roadmap & Idea Portal App
wiko Overview
wiko is a smartphone and technology company dedicated to creating customer-centric products that are constantly evolving in response to user feedback. As the customer base grew and product updates became more frequent, keeping up with customer expectations became more important.
However, their previous feedback collection method was limited in scope and frequency. This made it difficult to gain real-time insights and respond effectively to changing customer needs. Wiko required a structured and interactive method to engage users and incorporate feedback into product development.
Introduction
wiko wanted to enhance customer collaboration and make better product decisions as their feedback process became increasingly outdated and inconsistent. Relying on annual surveys made it difficult to capture real-time insights and stay aligned with evolving customer
needs.
To solve this, wiko implemented the Roadmap & Idea Portal for Jira Service Management. It provides a continuous and interactive feedback loop, allowing customers to provide feedback at any time and product teams to respond in real time. This made the product
development process more dynamic, straightforward, and in line with what customers actually expect.
The Challenge
Limited Feedback Collection & Lack of Customer Engagement
Prior to implementing the Roadmap & Idea Portal for JSM, wiko lacked meaningful interaction between customers and product teams. Feedback collection was also limited, making it difficult to meet changing customer needs.
The process involved
Anual & Infrequent Feedback
Annual surveys were used for feedback, which led to inconsistent input and gaps in insights.
Outdated Insights
By the time feedback was analysed, it had
often become out of date and less useful.
No Continuous Feedback Loop
There was no system to allow for ongoing communication with customers.
No Idea Interaction
Customers could not view or work with other customers’ ideas, restricting collaboration.
No Trend Visibility
There was no indication of popular or trending requests, making prioritisation difficult.
Siloed & Limited Collaboration
Customer insights remained scattered, with minimal interaction between users and product teams.
The Solution
To address these challenges, wiko implemented the Roadmap & Idea Portal for Jira Service Management app.
Key features of the Roadmap & Idea Portal for JSM made feedback collection more structured, collaborative, and useful.
Interactive Idea Portal
Customers can submit ideas, explore suggestions, and interact with other users' contributions, which leads to community-driven discussions.
Continuous Feedback Loop
The platform allows continuous communication, allowing customers to provide feedback at any time while keeping
product teams in sync with real-time requirements.
Transparency in Product Development
Teams can add updates in comments and update customers on the status of their ideas.
Trend Identification
The Roadmap & Idea Portal for JSM app highlights popular and trending requests, allowing teams to prioritise high-impact features.
Co-Creation with Customers
Customers actively participate in shaping the product, allowing teams to validate ideas before development and build stronger relationships.
Implementation and Results
wiko significantly improved its feedback management process by implementing the Roadmap & Idea Portal for JSM. The app replaced outdated methods with a structured, scalable system and strengthened customer collaboration.
Stronger Customer Engagement
Helped sustain discussion, encouraging participation and more meaningful interaction.
Better Product Decisions
Better visibility of customer
needs led to data-driven feature
prioritisation and reduced
uncertainty.
Improved Transparency
Customers received regular updates on their ideas, which helped to build trust and strengthen relationships.
Efficient Feedback Process
The application reduced reliance on surveys and introduced a consistent and scalable feedback system.
Improved User Experience
Interactive Platform
The Roadmap & Idea Portal for JSM provides an engaging experience where customers can actively participate, share ideas, and collaborate with others, making feedback more
valuable.
Clear Communication
Customers can enhance their satisfaction and trust by
receiving regular updates and communicating openly
about the status of their suggestions.
Customer Testimonial
"Before, this process didn’t exist. We used yearly email surveys to collect feedback from customers for upcoming roadmap ideas.
With the portal, this works much better. There is now a much more stable and constant dialogue with our customers. Customers can interact with ideas, and we can actively share information through comments.
We can see which features are trending, and customers also get feedback on which ideas will move to the next stage for development.
I highly recommend the roadmap and idea portal app because if you want to be close to your customers and give them the option to co-create, this is the way to do it. Otherwise, you are never fully aligned with what customers actually need or want. With this, you always have a constant feedback loop."
Benjamin Schrenk
Business Unit Manager,
wiko
wiko
Conclusion
The implementation of the Roadmap & Idea Portal for JSM changed the wiko’s approach to customer feedback. The team replaced static surveys with a continuous and interactive system to improve engagement, transparency, and decision-making.
The app allows real-time collaboration, helping the company build features that truly align with customer needs. Combined with effective communication tools, it creates a powerful ecosystem for delivering customer-driven products.