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Keynote address for Product Development Insights conference - NYC 10/1/2010.
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I Don’t Know(And That’s OK.)
Cindy AlvarezThe Experience is the Product - http://www.cindyalvarez.com
Copyright 2010 Cindy Alvarez
Copyright 2010 Cindy Alvarez
I’m here today to promote ignorance.
Copyright 2009 Cindy Alvarez
Product Development Maturity
Copyright 2009 Cindy Alvarez
Product Development Effectiveness
Copyright 2010 Cindy Alvarez
How does “knowing” kill great product
development?
Knowing is static but the world changes
Copyright 2010 Cindy Alvarez
Knowing is apples but the situation may be oranges
Copyright 2010 Cindy Alvarez
Crowdsourced localization of KISSinsights - 100+ questions in 14 languages
You know but you don’t know enough
Copyright 2010 Cindy Alvarez
ONLINE BILL PAY
average bills paid/month
average $/payment
most likely to pay these types of bills
log in X times/month
pay X bills per session
You know but you don’t know enough
Copyright 2010 Cindy Alvarez
ONLINE BILL PAY
average bills paid/month
average $/payment
most likely to pay these types of bills
log in X times/month
pay X bills per session
BEFORE:put incoming bills in the bill pile
circle due dates on calendar
set up reminders on my cell phone
pen and paper calculations
check when payday is
AFTER:cross it off the calendar
check if I can pay more towards my credit card bill
transfer extra into savings
Knowing makes you lazy and you’ll forget to provide data
Copyright 2010 Cindy Alvarez
“Users need this...The market demands this...Trust me and just build it.”
which breeds HiPPOs.
Copyright 2010 Cindy Alvarez
“As the CEO, I just know this’ll work...”
If you were right, you denied your team the opportunity to learn and feel awesome
Copyright 2010 Cindy Alvarez
And if you were wrong, you lose credibility
Copyright 2010 Cindy Alvarez
“This is all your fault! We built exactly what you asked for.”
Copyright 2010 Cindy Alvarez
For great product development to thrive,
Copyright 2010 Cindy Alvarez
Foster a culture of not knowingbut learning
Copyright 2010 Cindy Alvarez
“WAIT! What do you mean, you don’t know?!”
Copyright 2010 Cindy Alvarez
(This approach isn’t easy on enterprise customers, CEOs, or project managers.)
Copyright 2010 Cindy Alvarez
“I don’t know, but --• here’s how we’re going to find out..”
• my hypothesis is...”
• here’s what I do know...”
Copyright 2010 Cindy Alvarez
+ More work+ More uncertainty
More rigor
= Better odds*
* come on, you know there are no guarantees in product development!
Copyright 2010 Cindy Alvarez
OK, so how do we foster a culture of
not knowingbut learning?
Copyright 2010 Cindy Alvarez
Start with ground rules:
Copyright 2010 Cindy Alvarez
It’s always OK to ask “what is the goal of doing this?”
Copyright 2010 Cindy Alvarez
All brains are good brains.
Copyright 2010 Cindy Alvarez
Limit “heads down” time.
Copyright 2010 Cindy Alvarez
“Ugly data” trumps no data.
Copyright 2010 Cindy Alvarez
Develop your own learning funnel:
Copyright 2010 Cindy Alvarez
interviews
surveys
market research analytics bug reports
competitive research user testing best practices
“what’s important”
A/B testing
summarize (most companies skip this
--> fail)
Copyright 2010 Cindy Alvarez
Teach your team to fish:
Copyright 2010 Cindy Alvarez
How can we ask the customer?
How can we ask the data?
How can we compare ourselves to alternatives?
How can we try “doing the opposite thing?”
How can we gain a new perspective?
Don’t expect people to “just know” how to contribute
Copyright 2010 Cindy Alvarez
Show off:
Copyright 2010 Cindy Alvarez
We learned ____________,
so we didn’t build _____________,
which saved us ________!
We learned ____________,
so we quickly did _____________,
which earned us ________!
Copyright 2010 Cindy Alvarez
Oh, and --don’t try to do this
all at once:
Copyright 2010 Cindy Alvarez
idea this was great
idea this sucked
idea this needs work
idea this was great
(It won’t be this neat, but you get the idea.)
Copyright 2010 Cindy Alvarez
Go out thereand “I don’t know”
your way to your next great product!