Building empathy

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  • Building empathy

    1. 1. Getting To Know Your User Laura Klein @lauraklein http://www.usersknow.com laura@usersknow.com
    2. 2. Who Are Your Users? (Hint: You are not your user)
    3. 3. You Your User You’re Nothing Like Your User
    4. 4. And That Can Lead To Danger • No (or bad) intuition • Us vs. Them mentality • Disdain • Mistrust • Disinterest
    5. 5. You Your User Except Sometimes When You Are
    6. 6. And That Can Lead To Danger, Too • Too many assumptions • No “need” to listen • Real vs. Imagined similarities
    7. 7. A Few Universal Truths
    8. 8. Your User’s Computer Sucks
    9. 9. Your User Is (Probably) Not Very Good with Computers
    10. 10. Your User Knows More About Something Than You Do
    11. 11. Your User Doesn’t Know What Your Product Does (and frequently doesn’t care)
    12. 12. How Do You Fix This?• ASK open ended questions• LISTEN to the answers• OBSERVE what they do• IDENTIFY patterns• FORM hypotheses• INVALIDATE hypotheses• REPEAT
    13. 13. TL;DR Ask QuestionsDon’t Assume You Already Know the Answers
    14. 14. START ASKING QUESTIONS NOW! Laura Klein @lauraklein http://www.usersknow.com laura@usersknow.com

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