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Do You Really Know Your Users?
User Research Through Support
Morten Lundsby - UserChamp.com
Elevate Summit, April 2016, Austin TX
In preparation for a major customer support revamp
“Let’s do some user research!”
Wanted to know more about customers’ use of products
Went to visit local business and do user testing
“I don’t have a computer”
The customer (of our software) didn’t have a computer
“I don’t have a computer”
We came from this environment
Expecting this
Or maybe this
But not this
Or rather this
Your customer’s reality is different from yours!
You have unique access to learn!
What are they already telling you that you’re not hearing?
What else can they tell you if you ask?
Look for these things
Tools Language
Time Place
What tools do people mention to you?
“What other tools have you used today?”
What words do they use to describe what they do?
“What are the most important tasks you have?”
How is time spent?
Differences between perception and reality?
What places do they mention?
“Do you all work in the same location?”
Use what you learn to help your team
Design decisions
Product integrations
Marketing partnerships
Sales communication
Keep working on the way you view your users and keep developing your skills in learning from users
and applying those learning.
morten@userchamp.com @mortenlundsby
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