Objective

Question: Are we improving the product?

The first steps to answering this question…

• Surveys

• Phone interviews

• Face-to-face meetings

• Live prototyping

Customer FeedbackMight be useful… but there are other ways

Validated Learning How lean teams build great products

• Beta users – Customers as employees

• In-app feedback – Turning frustrated users into useful allies

• Analytics – Actions speak louder than words

Beta UsersCustomers as employees

• From 2004 until July 7, 2009 Gmail was in beta

• Extending our testing team - A/B testing

• Privileged users as a sales strategy

• SUCCESS STORY - Clever

In-app FeedbackTurning frustrated users into useful allies

SUCCESS STORY – Mint.com

AnalyticsActions speak louder than words

• Do users find this report useful?

• How does she use the report we created?

• Is Report A better than Report B?

• How long does it take her to complete action A?

• To complete process B?

In-app FeedbackTurning frustrated users into useful allies

Implementation – Validated LearningFeedback?

• Beta users – Customers as employees

• In-app feedback – Turning frustrated users into useful allies

• Analytics – Actions speak louder than words