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Staying connected to your usersAdam Siemiginowski
@ATSiem
These are not statements of Procter & Gamble.
Workout! Raise your hand if…
• Your team gathers and reviews user feedback.• Someone on your team is responsible for
conducting user interviews and sharing learnings.
• Someone on your team is responsible for conducting and scheduling user interviews which your team observes.
I make design choices which
affect my users.I build new services. I buy systems, and
configure new services.
• “To go and look for oneself is the best, if not the only, way to test whether the assumptions on which a decision had been made are still valid.”
• “Failure to go out and look is the typical reason for persisting in a course of action long after it has ceased to be appropriate or even rational.”
– Peter Drucker, The Effective Executive
1967
• “There’s no substitute for real people using your app in real ways.”– 37Signals, Getting Real
• “Get out of the building.”– Steven Blank, The Four Steps to The Epiphany
2006 & 2005
Collect and respond to feedback
Goal• Enable users to share ideas, questions and
problems with you in one click• Enable users to see what other users are saying
and voting on
Tool• UserVoice– Make it easy and implement single-sign-on
Chat with your users now
Goal• Enable users to ask questions and get live
support• Enable product team to ask users how they
can help
Tool• Olark
Chat with your users now
Goal• Enable users to ask questions and get live
support• Enable product team to ask users how they
can help
Tool• Olark
Ask for content in-the-moment
Goal• Enable users to offer content suggestions
when they discover outages
Tool• Email!
Ask for content in-the-moment
Goal• Enable users to offer content suggestions
when they discover outages
Tool• Email!
Speak to users where they are!
Goal• Enable users to get updates on what is new
and important about what they’re looking at right now
Tool• HelloBar
We learned with our knowledge management systems how to apply this…
This is just a start for web apps.Take these ideas and run with them.
Next up, testing for all services and systems.
Recruit users and get to know them.
Goal• Spend time observing your users, listening to them
describe their tasks as they complete them.
Tool• Use Ethnio to setup a simple screener and embed it in a
website that your typical user visits.– I recruited 211 volunteers for a 30min interview in just a few
days.– I then used Ethnio to manage the scheduling of interviewees,
along with Outlook and Webex.
Add a line chart
• A customer has asked you to add a line chart with another set of data. They think it will better represent the data than a bar chart, and correlates to what they want to communicate with the scatterplot you already added. Go ahead and add a line chart to the bookmark with your scatterplot.
EXAMPLE TASK
A MORNING A MONTH.THAT’S ALL WE ASK.
• ‘User Research Friday’• Three 45min Interviews• Three Insights / Interview
EXTRA CREDITGoal• Engage your users in your design sessions, to
learn and codevelop solutions.
Tool• Sketchboard
Maxims on Staying Connected to Users
• A morning a month, that’s all we ask.• Start earlier than you think makes sense.• Recruit loosely and don’t stress, just talk.• Make it a spectator sport, for everyone.• Focus ruthlessly on a small number of the
most important problems.• When fixing problems, always do the least you
can do to ensure the problem is solved fast.
via ‘Rocket Surgery Made Easy’
For the overachievers…• Lean Usability Testing at Meetup.com• Rocket Surgery Made Easy: The DIY guide to
finding and fixing usability problems (Krug)• Running Lean: Iterate from Plan A to a plan
that works (Maurya)• From Paper to Pixels: A hands-on strategy for
user-based design (Siemiginowski)
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