Hiten shah the lean-startup-sxsw
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Hiten shah the lean-startup-sxsw Presentation Transcript

  • 1. Learn Faster with Customer DevelopmentKISSinsights Case StudyHiten ShahThe Lean Startup SXSW • March 12th, 2011
  • 2. Lean Startups are Built to Learn
  • 3. Customer Development• It’s all about learning and discovery• Outlined by Steve Blank in Four Steps to the EpiphanyCustomer STOP Customer STOP Customer STOP Scale STOPDiscovery Validation Creation Company Pivot
  • 4. Original Hypothesis for KISSinsights“Our hypothesis is that product manager type people have a problem doing fast/effective/frequent customer research.”
  • 5. What we wanted to learn...• What are they doing now?• What are other tools leaving on the table?• Who is involved?• How frequent / severe is the pain?• What else are customers complaining about?
  • 6. How we learned• ~20 phone interviews (15 - 20 minutes each)• 3 in-person user tests with paper prototypes• 2 landing pages• Hacky MVP on KISSmetrics.com• 8 “alpha testers”
  • 7. What we learned!• People are not doing customer research.• They want private feedback and targeting.• It requires developer involvement.• It is a constant pain.
  • 8. What we built.• A freemium on-site customer feedback tool• That involves an easy one-time install• Which provides private customer feedback• And easy to understand reporting.
  • 9. Customer Development Tips
  • 10. Get out of the building!
  • 11. Start with a HypothesisOur hypothesis is that product manager typepeople have a problem doing effective customer researchOur hypothesis is that ________________________________people have a problem doing _______________________
  • 12. Talk about their problems, not your solutions.
  • 13. Find the severe pain
  • 14. Test your riskiest assumptions first
  • 15. Thank You! @hnshahhshah@kissmetrics.com