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Building empathy
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Building empathy

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Transcript

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