(Really, you can blame pretty much anything)
Discuss among yourselves the extent to which this
may reflect weaknesses in the education system.
1. Dealing with the general public all day is hard.
2. In Glasgow,“which name, please” and “what’s
your name, please?” sou...
I was shocked. SHOCKED.
aka “this is why we can’t have nice things”. Go read
that Verge piece about Kathy Sierra. Go. Now.
It’s hard to keep on making gross generalities about
people if you’re interacting with them one-to-one.
Applies to lots of things. Teaching, UX … 
You don’t actually have to fall in love with your
products users. But you could try this.
(c)Russell Davies (@undermanager)
(We didn’t just watch.We sat with them, too.)
Create the most perfect form in the world and
within about two minutes, users will find a hole.
Learn about your users’ mental models of what
the thing you make actually does, or is like.
I’ve been working on one of the ‘exemplar’ projects,
in the Home Office.
Remote testing is harder than in-person testing, but
it is still an absolute goldmine of user insight.
Think about who your product’s users are, in terms
of their knowledge (of the area, not just your
product) and the extent ...
Your mission, should you choose to accept it: turn
all the other users into knowledgeable evangelists
(Not an exhaustive list.)
Conscious
stigmatiser
Aware
sympathetic
Concerned
friend
Worried-
about-
myself
individual
Unaware
sympathetic
Blissfully
...
You don’t have to get all formal about applying this
model. Quick and dirty can be just as useful.
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
Falling in love with your product's users, for fun and profit
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Falling in love with your product's users, for fun and profit

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Talk given at Wuthering Bytes, 14th Sept 2013.

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Falling in love with your product's users, for fun and profit

  1. 1. (Really, you can blame pretty much anything)
  2. 2. Discuss among yourselves the extent to which this may reflect weaknesses in the education system.
  3. 3. 1. Dealing with the general public all day is hard. 2. In Glasgow,“which name, please” and “what’s your name, please?” sound pretty much alike.
  4. 4. I was shocked. SHOCKED.
  5. 5. aka “this is why we can’t have nice things”. Go read that Verge piece about Kathy Sierra. Go. Now.
  6. 6. It’s hard to keep on making gross generalities about people if you’re interacting with them one-to-one.
  7. 7. Applies to lots of things. Teaching, UX … 
  8. 8. You don’t actually have to fall in love with your products users. But you could try this. (c)Russell Davies (@undermanager)
  9. 9. (We didn’t just watch.We sat with them, too.)
  10. 10. Create the most perfect form in the world and within about two minutes, users will find a hole.
  11. 11. Learn about your users’ mental models of what the thing you make actually does, or is like.
  12. 12. I’ve been working on one of the ‘exemplar’ projects, in the Home Office.
  13. 13. Remote testing is harder than in-person testing, but it is still an absolute goldmine of user insight.
  14. 14. Think about who your product’s users are, in terms of their knowledge (of the area, not just your product) and the extent of their buy-in.
  15. 15. Your mission, should you choose to accept it: turn all the other users into knowledgeable evangelists
  16. 16. (Not an exhaustive list.)
  17. 17. Conscious stigmatiser Aware sympathetic Concerned friend Worried- about- myself individual Unaware sympathetic Blissfully ignorant Unconscious stigmatiser Passive stigmatiser Reactive supporter supporter Active Campaigner Evangelist Ambassador Advocate Supporter Aware and sympathetic Unaware Aware but stigmatising Knowledge/experience Engagement
  18. 18. You don’t have to get all formal about applying this model. Quick and dirty can be just as useful.

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