Want to learn how to bring in research methods, customer insight, and analysis when designing new features or product UI? In this talk, we will show you how to pull insight from customer interviews, distill that into actionable infographics, and create guiding principles that drive your design.

1. #atlassian

2. From Feedback to Feature
JAY ROGERS • DESIGNER • ATLASSIAN • @jbrogers

3. Hi, we have 20 minutes!
jrogers@atlassian.com
@jbrogers

4. Questions?
Ask live: bit.ly/ask-atlassian
!
Log in with the email you used to register

5. CRUNCHING
MAPPING
VISUALIZING
DESIGNING

6. You’re talking to your
customers.

7. • Online user groups and forums
• StackOverflow & Quora
• Support and feature requests
• License databases
• In-product feedback buttons

14. Problem.
Solution.

15. “Let’s not talk about innovation.
Let’s talk about fun.”
—Dan Szuc

16. CRUNCHING
MAPPING
VISUALIZING
DESIGNING

17. KJ Sort
CRUNCHING

18. Affinity Diagram
CRUNCHING

19. CRUNCHING
A bunch of sticky notes

20. CRUNCHING

21. CRUNCHING

22. CRUNCHING
• patterns - where is the same thing
happening?
• what are the questions they are asking?
• relationships between things and people
• topic areas, similar problems
• where are goals similar

23. UPDATING CONTENT
CLIENT LOGINS
UPGRADES
CRUNCHING

24. CRUNCHING

25. CRUNCHING

26. CRUNCHING

27. Ask why five times.
CRUNCHING

28. CRUNCHING

29. PUBLIC SERVICE ANNOUNCEMENT
Panorama mode works
great on whiteboards!

30. CRUNCHING
MAPPING
VISUALIZING
DESIGNING

31. CRUNCHING
MAPPING
CONCEPT MATRIX
JOURNEY MAP
ENTITY MAP
VISUALIZING
DESIGNING

32. Concept Matrix
MAPPING
distilling a central idea

33. Teams
Agile
Design
Customers
Interviews
Data
Analysis
Info
Tools
MAPPING

34. Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
MAPPING

35. Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
MAPPING

36. Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
MAPPING

37. Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
MAPPING

38. Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
Teams
Agile
Design
Customers
Interviews
Data
Analysis
Information Tools
7
4
4
6
6
6
7
8
MAPPING

39. Information tools to help your
team analyze the data from
your customer interviews
MAPPING

40. Journey Map
MAPPING
understand flow and process

41. MAPPING
Observation & Empathy

42. MAPPING

49. Entity Map
MAPPING
understand relationships

50. Relationship Diagram
MAPPING

51. Entity Relationship Modelling
MAPPING

52. MAPPING

56. INTERMISSION:
Stick Figures

57. INTERMISSION:
Stick Figures

66. thank @bencrothers
on twitter

67. CRUNCHING
MAPPING
VISUALIZING
DESIGNING

68. Explore.
Communicate.

69. 1 0 0 0
VISUALIZING

70. VISUALIZING
Eyes
500 Million Years
Words
100 Thousand Years

71. Key takeaways: #atlassian

72. VISUALIZING
GO BIG!

73. VISUALIZING

74. Jay Dan Roam
Actors
Actions
Objects/Artifacts
Contexts
Who? (portrait)
How much? (chart)
Where? (map)
When? (timeline)
How? (flowchart)
Why? (plot)
VISUALIZING

78. CRUNCHING
MAPPING
VISUALIZING
DESIGNING

79. DESIGNING
CRUNCHING MAPPING VISUALIZING

80. Not what, but how
DESIGNING

81. DESIGNING

83. DESIGNING

84. “Let’s not talk about innovation.
Let’s talk about fun.”
—Dan Szuc

85. So:
DESIGNING

86. Key takeaways: #atlassian
• Talk (listen) to your customers
• Explore what they’re telling you
• in fun ways!
• do it as a team
• Reframe, reframe, reframe
• Visualise
• Build mantras

87. Key takeaways: #atlassian
• Affinity Diagram/JK Sort
• Concept Matrix
• Journey Map

88. Thank you!
JAY ROGERS • DESIGNER • ATLASSIAN • @JBROGERS

89. References #atlassian
Flickr Infographic: Bryce Glass aka @soldierant
https://www.flickr.com/photos/bryce/58299511/
!
Food Interaction Concept Map: Jonathan Lewis & Cheyenne Weaver
http://jonlewis.me/food-research/
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Baseball Deconstructed: Stefanie Danhope-Smith
http://www.coroflot.com/iamstefanie/baseball-deconstructed
!
Service Desk Design Wall: Shirley Zhuo
used with permission
!
Photography: Aundray Cheam, Tash Keuneman
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Some of the tools mentioned in this presentation were learned at Jon Kolko’s “Methods of Design Synthesis”
workshop at Interaction 2012 in Dublin.
!