SlideShare a Scribd company logo
1 of 36
Seven	
  &ps	
  for         	
  
Effec&ve	
  Customer	
  Conversa&ons	
  


Startup	
  UCLA,	
  July	
  18,	
  2012	
  
Tweet	
  it!	
  




     @thinknow	
  
      Lane	
  Halley	
  
      www.lanehalley.com	
  



License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     2	
  
License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     3	
  
Lean	
  Design	
  &	
  
                                             Agile	
  Development	
  	
  
                                             for	
  Web	
  &	
  Mobile	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
             www.lanehalley.com	
     4	
  
Make	
  products	
  people	
  want	
  
            Ideas	
  are	
  plen&ful	
  
            Low	
  technology	
  barriers	
  
            Low	
  switching	
  cost	
  



License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     5	
  
You	
  can’t	
  just	
  “hit	
  it	
  with	
  the	
  pre[y	
  s&ck”	
  




Flickr	
  |	
  Caro'H	
                                          6	
  
Every	
  product	
  has	
  a	
  user	
  experience,	
  
      whether	
  you	
  plan	
  it	
  or	
  not	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     7	
  
How	
  will	
  you	
  create	
  an	
  inten&onal	
  
      user	
  experience	
  for	
  your	
  product?	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     8	
  
Focus	
  on	
  the	
  problem,	
  not	
  the	
  solu&on	
  




Flickr	
  |	
  woodleywonderworks	
                     9	
  
PEOPLE	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     10	
  
PEOPLE	
  


                                             NEEDS	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     11	
  
PEOPLE	
  


                                             NEEDS	
  
           Business	
  vision	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     12	
  
PEOPLE	
  


                                             NEEDS	
  
           Business	
  vision	
  

                                                USES	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     13	
  
PEOPLE	
  


                                              NEEDS	
  
           Business	
  vision	
  

                                                 USES	
  


                                             FEATURES	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
      www.lanehalley.com	
     14	
  
PEOPLE	
  


                                              NEEDS	
  
           Business	
  vision	
  

                                                 USES	
                UI	
  design,	
  
                                                                       wireframes,	
  
                                                                       visual	
  design	
  
                                             FEATURES	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
      www.lanehalley.com	
                            15	
  
Talking	
  to	
  customers	
  	
  
shouldn’t	
  be	
  a	
  special	
  occasion	
  




Flickr	
  |	
  ...love	
  Maegan	
                16	
  
The	
  Lean	
  Startup	
  cycle	
  




                                                             Lean	
  Startup	
  cycle	
  by	
  Eric	
  Ries	
  |	
  drawn	
  by	
  @thinknow	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
                                                                          17	
  
The	
  Lean	
  Startup	
  (UX)	
  cycle	
  	
  


                           Customer	
  
                           Conversa&ons	
  




                                                              Lean	
  Startup	
  cycle	
  by	
  Eric	
  Ries	
  |	
  drawn	
  by	
  @thinknow	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
      www.lanehalley.com	
                                                                          18	
  
The	
  Lean	
  Startup	
  (UX)	
  cycle	
  	
  
                                              Personas,	
  
                                              needs	
  and	
  
                                              uses	
  
                           Customer	
  
                           Conversa&ons	
  




                                                              Lean	
  Startup	
  cycle	
  by	
  Eric	
  Ries	
  |	
  drawn	
  by	
  @thinknow	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
      www.lanehalley.com	
                                                                          19	
  
The	
  Lean	
  Startup	
  (UX)	
  cycle	
  	
  
                                              Personas,	
  
                                              needs	
  and	
  
                                              uses	
  
                           Customer	
  
                                                                           Prototypes	
  &	
  
                           Conversa&ons	
  
                                                                           Experiments	
  




                                                              Lean	
  Startup	
  cycle	
  by	
  Eric	
  Ries	
  |	
  drawn	
  by	
  @thinknow	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
      www.lanehalley.com	
                                                                          20	
  
The	
  Lean	
  Startup	
  (UX)	
  cycle	
  	
  
                                              Personas,	
  
                                              needs	
  and	
  
                                              uses	
  
                           Customer	
  
                                                                           Prototypes	
  &	
  
                           Conversa&ons	
  
                                                                           Experiments	
  




                                              Qualita&ve	
  
                                              evalua&on	
  	
  
                                                              Lean	
  Startup	
  cycle	
  by	
  Eric	
  Ries	
  |	
  drawn	
  by	
  @thinknow	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
      www.lanehalley.com	
                                                                          21	
  
7	
  &ps	
  for	
  effec&ve	
  customer	
  conversa&ons	
  

            Have	
  a	
  plan	
  
            Pair	
  interviews	
  
            Keep	
  it	
  comfortable	
  
            Avoid	
  leading	
  ques&ons	
  
            Listen	
  for	
  needs	
  and	
  goals	
  
            Listen	
  first,	
  then	
  show	
  the	
  demo	
  
            Share	
  what	
  you	
  learn	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     22	
  
Have	
  a	
  plan	
  

          	
  Who	
  do	
  you	
  want	
  to	
  talk	
  to?	
  
          	
  What	
  do	
  you	
  want	
  to	
  learn?	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     23	
  
Team	
  interview	
  planning	
  




Image	
  @thinknow	
  	
  |	
  Atomic	
  Object	
     24	
  
Topic	
  Map	
  




Image	
  @thinknow	
  	
  |	
  LUXr	
     25	
  
Pair	
  interviews	
  




                                                                      Photo:	
  @thinknow	
  |	
  Atomic	
  Object	
  
License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
                                                26	
  
Keep	
  it	
  comfortable	
  

          	
  Create	
  a	
  conversa&on	
  
          	
  Open	
  and	
  closed-­‐ended	
  ques&ons	
  
          	
  Paraphrasing	
  
          	
  Body	
  language	
  and	
  encouragers	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     27	
  
Avoid	
  leading	
  ques&ons	
  

            Leading:	
  “How	
  would	
  you	
  use	
  our	
  product?”	
  

            Be[er:	
  “ Tell	
  me	
  a	
  story	
  about	
  the	
  last	
  &me	
  
            you	
  …”	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
                     28	
  
Listen	
  for	
  needs	
  and	
  goals	
  

        	
  “If	
  you	
  had	
  that	
  feature,	
  what	
  would	
  
            that	
  allow	
  you	
  to	
  do?”	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     29	
  
Listen	
  first,	
  then	
  show	
  the	
  demo	
  
            Warm-­‐up	
  ques&ons	
  to	
  set	
  context	
  
                           “Tell	
  me	
  a	
  li[le	
  about	
  yourself…”	
  
            Talk	
  about	
  real	
  events,	
  avoid	
  conjecture	
  
                           “Tell	
  me	
  about	
  a	
  recent	
  &me	
  when	
  you…”	
  
            Show	
  demos/sketches	
  later	
  in	
  mee&ng	
  
                           “Show	
  me	
  how	
  you	
  would	
  use	
  this	
  to…”	
  
            Express	
  apprecia&on	
  “ Thanks	
  for	
  your	
  &me!”	
  
            Ask	
  for	
  referrals	
  and	
  permission	
  to	
  follow	
  up	
  


License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
              www.lanehalley.com	
                    30	
  
Share	
  what	
  you	
  learn	
  




License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     31	
  
Ac&vity:	
  Prac&ce	
  interview	
  	
  




                                                                        Photo:	
  @thinknow	
  
  License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
                        32	
  
Prac&ce	
  interview	
  
          	
  Find	
  someone	
  you	
  don’t	
  know	
  well.	
  Choose	
  who	
  will	
  be	
  the	
  first	
  
            “architect/interviewer.”	
  The	
  other	
  person	
  is	
  the	
  “customer/
            interviewee.”	
  

          	
  Architect:	
  Conduct	
  a	
  5-­‐minute	
  interview	
  to	
  learn	
  the	
  quali&es	
  that	
  
              would	
  make	
  this	
  customer	
  LOVE	
  the	
  house	
  you	
  will	
  design.	
  	
  
                                     •        Create	
  a	
  conversa&on	
  
                                     • 	
     Open	
  and	
  closed-­‐ended	
  ques&ons	
  
                                     • 	
     Paraphrasing	
  
                                     • 	
     Body	
  language	
  and	
  encouragers	
  

          	
  Switch	
  arer	
  5	
  minutes	
  so	
  each	
  person	
  gets	
  a	
  turn	
  as	
  architect	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
                         www.lanehalley.com	
                              33	
  
Ac&vity:	
  Make	
  a	
  topic	
  map	
  




                                                                        Photo:	
  @thinknow	
  
  License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
                        34	
  
Make	
  a	
  topic	
  map	
  
          	
  Work	
  in	
  your	
  startup	
  teams	
  

            5	
  min                         	
  Individual	
  ac&vity	
  (silent):	
  Write	
  s&ckies	
  that	
  
                                                 answer	
  the	
  ques&on	
  “what	
  do	
  I	
  wish	
  I	
  knew	
  
                                                 about	
  my	
  customer/user?”	
  
            5	
  min                         	
  Group	
  ac&vity:	
  Taking	
  turns,	
  read	
  your	
  
                                                 s&ckies	
  to	
  each	
  other	
  and	
  put	
  them	
  on	
  a	
  
                                                 table	
  or	
  poster.	
  
            5	
  min                         	
  Group	
  ac&vity:	
  organize	
  the	
  s&ckies,	
  give	
  
                                                 each	
  group	
  a	
  short	
  1-­‐3	
  word	
  name.	
  
            5	
  min                         	
  Individual	
  ac&vity:	
  Copy	
  the	
  group	
  names	
  to	
  
                                                 a	
  topic	
  map	
  
License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
                       www.lanehalley.com	
                                35	
  
Thank	
  you!	
  




     @thinknow	
  
      Lane	
  Halley	
  
      www.lanehalley.com	
  



License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     36	
  

More Related Content

Similar to Seven Tips for Effective Customer Conversations

Five steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantFive steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantLane Goldstone
 
Quick, Visual, Collaborative & Continuous
Quick, Visual, Collaborative & ContinuousQuick, Visual, Collaborative & Continuous
Quick, Visual, Collaborative & ContinuousLane Goldstone
 
Free eBook - Websites For B2 B Technogy Companies
Free eBook - Websites For B2 B Technogy CompaniesFree eBook - Websites For B2 B Technogy Companies
Free eBook - Websites For B2 B Technogy CompaniesKim Walowsky
 
Scio Saa S Readiness Evaluation Sre V1.0
Scio Saa S Readiness Evaluation Sre V1.0Scio Saa S Readiness Evaluation Sre V1.0
Scio Saa S Readiness Evaluation Sre V1.0ScioSales
 
Collaboration and Productivity with Microsoft SharePoint
Collaboration and Productivity with Microsoft SharePointCollaboration and Productivity with Microsoft SharePoint
Collaboration and Productivity with Microsoft SharePointEdgewater
 
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010Lincoln Murphy
 
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...FaberLab
 
More Than Just a Pretty Stick - UX for Entrepreneurs
More Than Just a Pretty Stick - UX for EntrepreneursMore Than Just a Pretty Stick - UX for Entrepreneurs
More Than Just a Pretty Stick - UX for EntrepreneursLane Goldstone
 
Karl Smith UCD14 Conference Presentation
Karl Smith UCD14 Conference PresentationKarl Smith UCD14 Conference Presentation
Karl Smith UCD14 Conference PresentationKarl Smith
 
Managing the site experience
Managing the site experienceManaging the site experience
Managing the site experiencerichlesperance
 
Developing Successful Content Management Solutions
Developing Successful Content Management SolutionsDeveloping Successful Content Management Solutions
Developing Successful Content Management SolutionsKaren McGrane
 
VDMA Social Web Präsentation
VDMA Social Web PräsentationVDMA Social Web Präsentation
VDMA Social Web PräsentationMartin Koser
 
FYB Romania: Featured case study
FYB Romania: Featured case studyFYB Romania: Featured case study
FYB Romania: Featured case studyFYB Romania
 
Sfd labs service offerings
Sfd labs service offeringsSfd labs service offerings
Sfd labs service offeringssfdlabs
 
SaaS Business Architecture
SaaS Business ArchitectureSaaS Business Architecture
SaaS Business ArchitectureLincoln Murphy
 
AWS Sydney Summit 2019 Re:Cap
AWS Sydney Summit 2019 Re:CapAWS Sydney Summit 2019 Re:Cap
AWS Sydney Summit 2019 Re:CapInjae Kwak
 
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...abhinashak
 
Certus - User Centred Design - Maximising the Use of Portal
Certus - User Centred Design - Maximising the Use of PortalCertus - User Centred Design - Maximising the Use of Portal
Certus - User Centred Design - Maximising the Use of PortalVincent Kwon
 

Similar to Seven Tips for Effective Customer Conversations (20)

Five steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantFive steps to learn what your customers (really) want
Five steps to learn what your customers (really) want
 
Quick, Visual, Collaborative & Continuous
Quick, Visual, Collaborative & ContinuousQuick, Visual, Collaborative & Continuous
Quick, Visual, Collaborative & Continuous
 
Free eBook - Websites For B2 B Technogy Companies
Free eBook - Websites For B2 B Technogy CompaniesFree eBook - Websites For B2 B Technogy Companies
Free eBook - Websites For B2 B Technogy Companies
 
Scio Saa S Readiness Evaluation Sre V1.0
Scio Saa S Readiness Evaluation Sre V1.0Scio Saa S Readiness Evaluation Sre V1.0
Scio Saa S Readiness Evaluation Sre V1.0
 
User Experience: Why and How
User Experience: Why and HowUser Experience: Why and How
User Experience: Why and How
 
Collaboration and Productivity with Microsoft SharePoint
Collaboration and Productivity with Microsoft SharePointCollaboration and Productivity with Microsoft SharePoint
Collaboration and Productivity with Microsoft SharePoint
 
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
 
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
 
More Than Just a Pretty Stick - UX for Entrepreneurs
More Than Just a Pretty Stick - UX for EntrepreneursMore Than Just a Pretty Stick - UX for Entrepreneurs
More Than Just a Pretty Stick - UX for Entrepreneurs
 
Karl Smith UCD14 Conference Presentation
Karl Smith UCD14 Conference PresentationKarl Smith UCD14 Conference Presentation
Karl Smith UCD14 Conference Presentation
 
Managing the site experience
Managing the site experienceManaging the site experience
Managing the site experience
 
User Experience 2: Talk@Stabilo
User Experience 2: Talk@StabiloUser Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
 
Developing Successful Content Management Solutions
Developing Successful Content Management SolutionsDeveloping Successful Content Management Solutions
Developing Successful Content Management Solutions
 
VDMA Social Web Präsentation
VDMA Social Web PräsentationVDMA Social Web Präsentation
VDMA Social Web Präsentation
 
FYB Romania: Featured case study
FYB Romania: Featured case studyFYB Romania: Featured case study
FYB Romania: Featured case study
 
Sfd labs service offerings
Sfd labs service offeringsSfd labs service offerings
Sfd labs service offerings
 
SaaS Business Architecture
SaaS Business ArchitectureSaaS Business Architecture
SaaS Business Architecture
 
AWS Sydney Summit 2019 Re:Cap
AWS Sydney Summit 2019 Re:CapAWS Sydney Summit 2019 Re:Cap
AWS Sydney Summit 2019 Re:Cap
 
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
 
Certus - User Centred Design - Maximising the Use of Portal
Certus - User Centred Design - Maximising the Use of PortalCertus - User Centred Design - Maximising the Use of Portal
Certus - User Centred Design - Maximising the Use of Portal
 

More from Lane Goldstone

Understanding What Your Customers Really Want
Understanding What Your Customers Really WantUnderstanding What Your Customers Really Want
Understanding What Your Customers Really WantLane Goldstone
 
Do you have founder myopia?
Do you have founder myopia?Do you have founder myopia?
Do you have founder myopia?Lane Goldstone
 
Balanced Team LeanUX NYC Social
Balanced Team LeanUX NYC SocialBalanced Team LeanUX NYC Social
Balanced Team LeanUX NYC SocialLane Goldstone
 
5 steps to learn what your customers (really) want
5 steps to learn what your customers (really) want5 steps to learn what your customers (really) want
5 steps to learn what your customers (really) wantLane Goldstone
 
The Collaborative UX Designer's Toolbox
The Collaborative UX Designer's ToolboxThe Collaborative UX Designer's Toolbox
The Collaborative UX Designer's ToolboxLane Goldstone
 
UX Worksheets: Opportunity Statement, Persona 4x4
UX Worksheets: Opportunity Statement, Persona 4x4UX Worksheets: Opportunity Statement, Persona 4x4
UX Worksheets: Opportunity Statement, Persona 4x4Lane Goldstone
 
Quick, Useful UI Sketches
Quick, Useful UI SketchesQuick, Useful UI Sketches
Quick, Useful UI SketchesLane Goldstone
 
The Balanced Team Movement
The Balanced Team MovementThe Balanced Team Movement
The Balanced Team MovementLane Goldstone
 
Hands-on Lean UX for Digital Designers
Hands-on Lean UX for Digital DesignersHands-on Lean UX for Digital Designers
Hands-on Lean UX for Digital DesignersLane Goldstone
 
Five steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantFive steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantLane Goldstone
 
Quick, Useful UI Sketches
Quick, Useful UI SketchesQuick, Useful UI Sketches
Quick, Useful UI SketchesLane Goldstone
 
Lean UX Recipe Cards (set 02)
Lean UX Recipe Cards (set 02)Lean UX Recipe Cards (set 02)
Lean UX Recipe Cards (set 02)Lane Goldstone
 
Lean UX Recipe Cards (set 01)
Lean UX Recipe Cards (set 01)Lean UX Recipe Cards (set 01)
Lean UX Recipe Cards (set 01)Lane Goldstone
 
Conversation, Cadence & Culture
Conversation, Cadence & CultureConversation, Cadence & Culture
Conversation, Cadence & CultureLane Goldstone
 
User Experience & Lean Startup
User Experience & Lean StartupUser Experience & Lean Startup
User Experience & Lean StartupLane Goldstone
 

More from Lane Goldstone (20)

Understanding What Your Customers Really Want
Understanding What Your Customers Really WantUnderstanding What Your Customers Really Want
Understanding What Your Customers Really Want
 
Balanced Craft
Balanced CraftBalanced Craft
Balanced Craft
 
Do you have founder myopia?
Do you have founder myopia?Do you have founder myopia?
Do you have founder myopia?
 
Balanced craft
Balanced craftBalanced craft
Balanced craft
 
Balanced Team LeanUX NYC Social
Balanced Team LeanUX NYC SocialBalanced Team LeanUX NYC Social
Balanced Team LeanUX NYC Social
 
5 steps to learn what your customers (really) want
5 steps to learn what your customers (really) want5 steps to learn what your customers (really) want
5 steps to learn what your customers (really) want
 
The Collaborative UX Designer's Toolbox
The Collaborative UX Designer's ToolboxThe Collaborative UX Designer's Toolbox
The Collaborative UX Designer's Toolbox
 
UX Worksheets: Opportunity Statement, Persona 4x4
UX Worksheets: Opportunity Statement, Persona 4x4UX Worksheets: Opportunity Statement, Persona 4x4
UX Worksheets: Opportunity Statement, Persona 4x4
 
UX Recipe Cards
UX Recipe CardsUX Recipe Cards
UX Recipe Cards
 
Quick, Useful UI Sketches
Quick, Useful UI SketchesQuick, Useful UI Sketches
Quick, Useful UI Sketches
 
The Balanced Team Movement
The Balanced Team MovementThe Balanced Team Movement
The Balanced Team Movement
 
Lean UX Worksheets
Lean UX WorksheetsLean UX Worksheets
Lean UX Worksheets
 
Hands-on Lean UX for Digital Designers
Hands-on Lean UX for Digital DesignersHands-on Lean UX for Digital Designers
Hands-on Lean UX for Digital Designers
 
Five steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantFive steps to learn what your customers (really) want
Five steps to learn what your customers (really) want
 
Quick, Useful UI Sketches
Quick, Useful UI SketchesQuick, Useful UI Sketches
Quick, Useful UI Sketches
 
Lean UX Recipe Cards (set 02)
Lean UX Recipe Cards (set 02)Lean UX Recipe Cards (set 02)
Lean UX Recipe Cards (set 02)
 
Lean UX Recipe Cards (set 01)
Lean UX Recipe Cards (set 01)Lean UX Recipe Cards (set 01)
Lean UX Recipe Cards (set 01)
 
Conversation, Cadence & Culture
Conversation, Cadence & CultureConversation, Cadence & Culture
Conversation, Cadence & Culture
 
User Experience & Lean Startup
User Experience & Lean StartupUser Experience & Lean Startup
User Experience & Lean Startup
 
I (heart) ugly
I (heart) uglyI (heart) ugly
I (heart) ugly
 

Recently uploaded

Introduction - IPLOOK NETWORKS CO., LTD.
Introduction - IPLOOK NETWORKS CO., LTD.Introduction - IPLOOK NETWORKS CO., LTD.
Introduction - IPLOOK NETWORKS CO., LTD.IPLOOK Networks
 
How to release an Open Source Dataweave Library
How to release an Open Source Dataweave LibraryHow to release an Open Source Dataweave Library
How to release an Open Source Dataweave Libraryshyamraj55
 
UiPath Studio Web workshop series - Day 2
UiPath Studio Web workshop series - Day 2UiPath Studio Web workshop series - Day 2
UiPath Studio Web workshop series - Day 2DianaGray10
 
Q4 2023 Quarterly Investor Presentation - FINAL - v1.pdf
Q4 2023 Quarterly Investor Presentation - FINAL - v1.pdfQ4 2023 Quarterly Investor Presentation - FINAL - v1.pdf
Q4 2023 Quarterly Investor Presentation - FINAL - v1.pdfTejal81
 
Flow Control | Block Size | ST Min | First Frame
Flow Control | Block Size | ST Min | First FrameFlow Control | Block Size | ST Min | First Frame
Flow Control | Block Size | ST Min | First FrameKapil Thakar
 
UiPath Studio Web workshop Series - Day 3
UiPath Studio Web workshop Series - Day 3UiPath Studio Web workshop Series - Day 3
UiPath Studio Web workshop Series - Day 3DianaGray10
 
How to become a GDSC Lead GDSC MI AOE.pptx
How to become a GDSC Lead GDSC MI AOE.pptxHow to become a GDSC Lead GDSC MI AOE.pptx
How to become a GDSC Lead GDSC MI AOE.pptxKaustubhBhavsar6
 
Design and Modeling for MySQL SCALE 21X Pasadena, CA Mar 2024
Design and Modeling for MySQL SCALE 21X Pasadena, CA Mar 2024Design and Modeling for MySQL SCALE 21X Pasadena, CA Mar 2024
Design and Modeling for MySQL SCALE 21X Pasadena, CA Mar 2024Alkin Tezuysal
 
Introduction to RAG (Retrieval Augmented Generation) and its application
Introduction to RAG (Retrieval Augmented Generation) and its applicationIntroduction to RAG (Retrieval Augmented Generation) and its application
Introduction to RAG (Retrieval Augmented Generation) and its applicationKnoldus Inc.
 
20140402 - Smart house demo kit
20140402 - Smart house demo kit20140402 - Smart house demo kit
20140402 - Smart house demo kitJamie (Taka) Wang
 
Trailblazer Community - Flows Workshop (Session 2)
Trailblazer Community - Flows Workshop (Session 2)Trailblazer Community - Flows Workshop (Session 2)
Trailblazer Community - Flows Workshop (Session 2)Muhammad Tiham Siddiqui
 
TrustArc Webinar - How to Live in a Post Third-Party Cookie World
TrustArc Webinar - How to Live in a Post Third-Party Cookie WorldTrustArc Webinar - How to Live in a Post Third-Party Cookie World
TrustArc Webinar - How to Live in a Post Third-Party Cookie WorldTrustArc
 
Outage Analysis: March 5th/6th 2024 Meta, Comcast, and LinkedIn
Outage Analysis: March 5th/6th 2024 Meta, Comcast, and LinkedInOutage Analysis: March 5th/6th 2024 Meta, Comcast, and LinkedIn
Outage Analysis: March 5th/6th 2024 Meta, Comcast, and LinkedInThousandEyes
 
Planetek Italia Srl - Corporate Profile Brochure
Planetek Italia Srl - Corporate Profile BrochurePlanetek Italia Srl - Corporate Profile Brochure
Planetek Italia Srl - Corporate Profile BrochurePlanetek Italia Srl
 
SIM INFORMATION SYSTEM: REVOLUTIONIZING DATA MANAGEMENT
SIM INFORMATION SYSTEM: REVOLUTIONIZING DATA MANAGEMENTSIM INFORMATION SYSTEM: REVOLUTIONIZING DATA MANAGEMENT
SIM INFORMATION SYSTEM: REVOLUTIONIZING DATA MANAGEMENTxtailishbaloch
 
The New Cloud World Order Is FinOps (Slideshow)
The New Cloud World Order Is FinOps (Slideshow)The New Cloud World Order Is FinOps (Slideshow)
The New Cloud World Order Is FinOps (Slideshow)codyslingerland1
 
Explore the UiPath Community and ways you can benefit on your journey to auto...
Explore the UiPath Community and ways you can benefit on your journey to auto...Explore the UiPath Community and ways you can benefit on your journey to auto...
Explore the UiPath Community and ways you can benefit on your journey to auto...DianaGray10
 
Stobox 4: Revolutionizing Investment in Real-World Assets Through Tokenization
Stobox 4: Revolutionizing Investment in Real-World Assets Through TokenizationStobox 4: Revolutionizing Investment in Real-World Assets Through Tokenization
Stobox 4: Revolutionizing Investment in Real-World Assets Through TokenizationStobox
 
UiPath Studio Web workshop series - Day 1
UiPath Studio Web workshop series  - Day 1UiPath Studio Web workshop series  - Day 1
UiPath Studio Web workshop series - Day 1DianaGray10
 
AI Workshops at Computers In Libraries 2024
AI Workshops at Computers In Libraries 2024AI Workshops at Computers In Libraries 2024
AI Workshops at Computers In Libraries 2024Brian Pichman
 

Recently uploaded (20)

Introduction - IPLOOK NETWORKS CO., LTD.
Introduction - IPLOOK NETWORKS CO., LTD.Introduction - IPLOOK NETWORKS CO., LTD.
Introduction - IPLOOK NETWORKS CO., LTD.
 
How to release an Open Source Dataweave Library
How to release an Open Source Dataweave LibraryHow to release an Open Source Dataweave Library
How to release an Open Source Dataweave Library
 
UiPath Studio Web workshop series - Day 2
UiPath Studio Web workshop series - Day 2UiPath Studio Web workshop series - Day 2
UiPath Studio Web workshop series - Day 2
 
Q4 2023 Quarterly Investor Presentation - FINAL - v1.pdf
Q4 2023 Quarterly Investor Presentation - FINAL - v1.pdfQ4 2023 Quarterly Investor Presentation - FINAL - v1.pdf
Q4 2023 Quarterly Investor Presentation - FINAL - v1.pdf
 
Flow Control | Block Size | ST Min | First Frame
Flow Control | Block Size | ST Min | First FrameFlow Control | Block Size | ST Min | First Frame
Flow Control | Block Size | ST Min | First Frame
 
UiPath Studio Web workshop Series - Day 3
UiPath Studio Web workshop Series - Day 3UiPath Studio Web workshop Series - Day 3
UiPath Studio Web workshop Series - Day 3
 
How to become a GDSC Lead GDSC MI AOE.pptx
How to become a GDSC Lead GDSC MI AOE.pptxHow to become a GDSC Lead GDSC MI AOE.pptx
How to become a GDSC Lead GDSC MI AOE.pptx
 
Design and Modeling for MySQL SCALE 21X Pasadena, CA Mar 2024
Design and Modeling for MySQL SCALE 21X Pasadena, CA Mar 2024Design and Modeling for MySQL SCALE 21X Pasadena, CA Mar 2024
Design and Modeling for MySQL SCALE 21X Pasadena, CA Mar 2024
 
Introduction to RAG (Retrieval Augmented Generation) and its application
Introduction to RAG (Retrieval Augmented Generation) and its applicationIntroduction to RAG (Retrieval Augmented Generation) and its application
Introduction to RAG (Retrieval Augmented Generation) and its application
 
20140402 - Smart house demo kit
20140402 - Smart house demo kit20140402 - Smart house demo kit
20140402 - Smart house demo kit
 
Trailblazer Community - Flows Workshop (Session 2)
Trailblazer Community - Flows Workshop (Session 2)Trailblazer Community - Flows Workshop (Session 2)
Trailblazer Community - Flows Workshop (Session 2)
 
TrustArc Webinar - How to Live in a Post Third-Party Cookie World
TrustArc Webinar - How to Live in a Post Third-Party Cookie WorldTrustArc Webinar - How to Live in a Post Third-Party Cookie World
TrustArc Webinar - How to Live in a Post Third-Party Cookie World
 
Outage Analysis: March 5th/6th 2024 Meta, Comcast, and LinkedIn
Outage Analysis: March 5th/6th 2024 Meta, Comcast, and LinkedInOutage Analysis: March 5th/6th 2024 Meta, Comcast, and LinkedIn
Outage Analysis: March 5th/6th 2024 Meta, Comcast, and LinkedIn
 
Planetek Italia Srl - Corporate Profile Brochure
Planetek Italia Srl - Corporate Profile BrochurePlanetek Italia Srl - Corporate Profile Brochure
Planetek Italia Srl - Corporate Profile Brochure
 
SIM INFORMATION SYSTEM: REVOLUTIONIZING DATA MANAGEMENT
SIM INFORMATION SYSTEM: REVOLUTIONIZING DATA MANAGEMENTSIM INFORMATION SYSTEM: REVOLUTIONIZING DATA MANAGEMENT
SIM INFORMATION SYSTEM: REVOLUTIONIZING DATA MANAGEMENT
 
The New Cloud World Order Is FinOps (Slideshow)
The New Cloud World Order Is FinOps (Slideshow)The New Cloud World Order Is FinOps (Slideshow)
The New Cloud World Order Is FinOps (Slideshow)
 
Explore the UiPath Community and ways you can benefit on your journey to auto...
Explore the UiPath Community and ways you can benefit on your journey to auto...Explore the UiPath Community and ways you can benefit on your journey to auto...
Explore the UiPath Community and ways you can benefit on your journey to auto...
 
Stobox 4: Revolutionizing Investment in Real-World Assets Through Tokenization
Stobox 4: Revolutionizing Investment in Real-World Assets Through TokenizationStobox 4: Revolutionizing Investment in Real-World Assets Through Tokenization
Stobox 4: Revolutionizing Investment in Real-World Assets Through Tokenization
 
UiPath Studio Web workshop series - Day 1
UiPath Studio Web workshop series  - Day 1UiPath Studio Web workshop series  - Day 1
UiPath Studio Web workshop series - Day 1
 
AI Workshops at Computers In Libraries 2024
AI Workshops at Computers In Libraries 2024AI Workshops at Computers In Libraries 2024
AI Workshops at Computers In Libraries 2024
 

Seven Tips for Effective Customer Conversations

  • 1. Seven  &ps  for   Effec&ve  Customer  Conversa&ons   Startup  UCLA,  July  18,  2012  
  • 2. Tweet  it!   @thinknow   Lane  Halley   www.lanehalley.com   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   2  
  • 3. License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   3  
  • 4. Lean  Design  &   Agile  Development     for  Web  &  Mobile   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   4  
  • 5. Make  products  people  want   Ideas  are  plen&ful   Low  technology  barriers   Low  switching  cost   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   5  
  • 6. You  can’t  just  “hit  it  with  the  pre[y  s&ck”   Flickr  |  Caro'H   6  
  • 7. Every  product  has  a  user  experience,   whether  you  plan  it  or  not   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   7  
  • 8. How  will  you  create  an  inten&onal   user  experience  for  your  product?   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   8  
  • 9. Focus  on  the  problem,  not  the  solu&on   Flickr  |  woodleywonderworks   9  
  • 10. PEOPLE   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   10  
  • 11. PEOPLE   NEEDS   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   11  
  • 12. PEOPLE   NEEDS   Business  vision   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   12  
  • 13. PEOPLE   NEEDS   Business  vision   USES   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   13  
  • 14. PEOPLE   NEEDS   Business  vision   USES   FEATURES   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   14  
  • 15. PEOPLE   NEEDS   Business  vision   USES   UI  design,   wireframes,   visual  design   FEATURES   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   15  
  • 16. Talking  to  customers     shouldn’t  be  a  special  occasion   Flickr  |  ...love  Maegan   16  
  • 17. The  Lean  Startup  cycle   Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   17  
  • 18. The  Lean  Startup  (UX)  cycle     Customer   Conversa&ons   Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   18  
  • 19. The  Lean  Startup  (UX)  cycle     Personas,   needs  and   uses   Customer   Conversa&ons   Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   19  
  • 20. The  Lean  Startup  (UX)  cycle     Personas,   needs  and   uses   Customer   Prototypes  &   Conversa&ons   Experiments   Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   20  
  • 21. The  Lean  Startup  (UX)  cycle     Personas,   needs  and   uses   Customer   Prototypes  &   Conversa&ons   Experiments   Qualita&ve   evalua&on     Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   21  
  • 22. 7  &ps  for  effec&ve  customer  conversa&ons   Have  a  plan   Pair  interviews   Keep  it  comfortable   Avoid  leading  ques&ons   Listen  for  needs  and  goals   Listen  first,  then  show  the  demo   Share  what  you  learn   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   22  
  • 23. Have  a  plan    Who  do  you  want  to  talk  to?    What  do  you  want  to  learn?   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   23  
  • 24. Team  interview  planning   Image  @thinknow    |  Atomic  Object   24  
  • 25. Topic  Map   Image  @thinknow    |  LUXr   25  
  • 26. Pair  interviews   Photo:  @thinknow  |  Atomic  Object   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   26  
  • 27. Keep  it  comfortable    Create  a  conversa&on    Open  and  closed-­‐ended  ques&ons    Paraphrasing    Body  language  and  encouragers   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   27  
  • 28. Avoid  leading  ques&ons   Leading:  “How  would  you  use  our  product?”   Be[er:  “ Tell  me  a  story  about  the  last  &me   you  …”   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   28  
  • 29. Listen  for  needs  and  goals    “If  you  had  that  feature,  what  would   that  allow  you  to  do?”   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   29  
  • 30. Listen  first,  then  show  the  demo   Warm-­‐up  ques&ons  to  set  context     “Tell  me  a  li[le  about  yourself…”   Talk  about  real  events,  avoid  conjecture     “Tell  me  about  a  recent  &me  when  you…”   Show  demos/sketches  later  in  mee&ng     “Show  me  how  you  would  use  this  to…”   Express  apprecia&on  “ Thanks  for  your  &me!”   Ask  for  referrals  and  permission  to  follow  up   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   30  
  • 31. Share  what  you  learn   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   31  
  • 32. Ac&vity:  Prac&ce  interview     Photo:  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   32  
  • 33. Prac&ce  interview    Find  someone  you  don’t  know  well.  Choose  who  will  be  the  first   “architect/interviewer.”  The  other  person  is  the  “customer/ interviewee.”    Architect:  Conduct  a  5-­‐minute  interview  to  learn  the  quali&es  that   would  make  this  customer  LOVE  the  house  you  will  design.     •  Create  a  conversa&on   •    Open  and  closed-­‐ended  ques&ons   •    Paraphrasing   •    Body  language  and  encouragers    Switch  arer  5  minutes  so  each  person  gets  a  turn  as  architect   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   33  
  • 34. Ac&vity:  Make  a  topic  map   Photo:  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   34  
  • 35. Make  a  topic  map    Work  in  your  startup  teams   5  min  Individual  ac&vity  (silent):  Write  s&ckies  that   answer  the  ques&on  “what  do  I  wish  I  knew   about  my  customer/user?”   5  min  Group  ac&vity:  Taking  turns,  read  your   s&ckies  to  each  other  and  put  them  on  a   table  or  poster.   5  min  Group  ac&vity:  organize  the  s&ckies,  give   each  group  a  short  1-­‐3  word  name.   5  min  Individual  ac&vity:  Copy  the  group  names  to   a  topic  map   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   35  
  • 36. Thank  you!   @thinknow   Lane  Halley   www.lanehalley.com   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   36