Failing Fast and Saving Time                         Customer Exploration MethodWednesday, September 26, 12
Who Are                               They?  Friday, July 27, 12Wednesday, September 26, 12
What is Exploration? Friday, July 27, 12 Tuesday, June 12, 2012Wednesday, September 26, 12
Find the                              Pattern                              Look for a Pattern  Friday, July 27, 12 Tuesday...
My customer is anyone who...                                                             Todd!  Friday, July 27, 12Wednesd...
“Customers dont care about your solution.                                  They care about their problems.”               ...
Customer psychology is the                        gem of a successful startup  Friday, July 27, 12Wednesday, September 26,...
Persona Development                                                                                                       ...
Get Out of the Building                         “No business plan survives                        first contact with custom...
What’s the point?                        • Uncovers how users think and behave                        • Validates assumpti...
It is NOT                              • Multiple Choice Surveys                              • Focus Groups              ...
Effective Interviewing  Friday, July 27, 12Wednesday, September 26, 12
Go in with 2 to 3 objectives                        and have a real conversation.                                   Brant ...
Persona Development                                                                                                       ...
Friday, July 27, 12Wednesday, September 26, 12
Talking to Customers                                          Exploration                        • Who, What, When, Where,...
No Selling Allowed  Friday, July 27, 12Wednesday, September 26, 12
3 POINT INTERVIEW                 1. Do you have [insert specific                        problem]? (context)              ...
How To Find Customers                          1. Interview Strangers on Street                          2.Shopping Mall &...
EARLY ADOPTERS                        “FOAMING AT THE MOUTH”                        1. Have the problem                   ...
Record Data  Friday, July 27, 12 Tuesday, June 12, 2012Wednesday, September 26, 12
How to Record Date    Tuesday, June 12, 2012  Friday, July 27, 12Wednesday, September 26, 12
How to Record Date    Tuesday, June 12, 2012  Friday, July 27, 12Wednesday, September 26, 12
Friday, July 27, 12Wednesday, September 26, 12
Questions?                              grace@leanstartupmachine.com                                        @uxceo  Friday...
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Lean UX Customer Exploration

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Lean UX Customer Exploration

  1. 1. Failing Fast and Saving Time Customer Exploration MethodWednesday, September 26, 12
  2. 2. Who Are They? Friday, July 27, 12Wednesday, September 26, 12
  3. 3. What is Exploration? Friday, July 27, 12 Tuesday, June 12, 2012Wednesday, September 26, 12
  4. 4. Find the Pattern Look for a Pattern Friday, July 27, 12 Tuesday, June 12, 2012Wednesday, September 26, 12
  5. 5. My customer is anyone who... Todd! Friday, July 27, 12Wednesday, September 26, 12
  6. 6. “Customers dont care about your solution. They care about their problems.” - Dave McClure Friday, July 27, 12Wednesday, September 26, 12
  7. 7. Customer psychology is the gem of a successful startup Friday, July 27, 12Wednesday, September 26, 12
  8. 8. Persona Development Project Name: Team Leader Name: Experiment #: Facts Person Pain Factual information State the problem you believe about your target customer. your target customers have, that your solution solves for. Behavior Goals Existing behavior they exhibit now, What goals are they trying to accomplish because they don’t have your solution. through the behavior, that your solution will do better? Friday, July 27, 12Wednesday, September 26, 12
  9. 9. Get Out of the Building “No business plan survives first contact with customers.” - Steve Blank Friday, July 27, 12Wednesday, September 26, 12
  10. 10. What’s the point? • Uncovers how users think and behave • Validates assumptions/removes bias • Shows difference between intent and reality • Provides direction and data instead of opinion or speculation • Provides the ability to inform design Friday, July 27, 12Wednesday, September 26, 12
  11. 11. It is NOT • Multiple Choice Surveys • Focus Groups • Your Personal (Biased!) Experience • Conversations with Friends Friday, July 27, 12Wednesday, September 26, 12
  12. 12. Effective Interviewing Friday, July 27, 12Wednesday, September 26, 12
  13. 13. Go in with 2 to 3 objectives and have a real conversation. Brant Cooper Know your goals and questions. Giff Constable Use a script. Ash Maurya Friday, July 27, 12Wednesday, September 26, 12
  14. 14. Persona Development Project Name: Team Leader Name: Experiment #: Facts Person Pain Factual information State the problem you believe about your target customer. your target customers have, that your solution solves for. Behavior Goals Existing behavior they exhibit now, What goals are they trying to accomplish because they don’t have your solution. through the behavior, that your solution will do better? Friday, July 27, 12Wednesday, September 26, 12
  15. 15. Friday, July 27, 12Wednesday, September 26, 12
  16. 16. Talking to Customers Exploration • Who, What, When, Where, Why, How • Avoid Would • The more you ask someone to imagine something, the less you can trust their data Friday, July 27, 12Wednesday, September 26, 12
  17. 17. No Selling Allowed Friday, July 27, 12Wednesday, September 26, 12
  18. 18. 3 POINT INTERVIEW 1. Do you have [insert specific problem]? (context) 2. Tell me about the time you dealt with this problem? (story) 3. What’s your ideal solution for this? (solution) Friday, July 27, 12 Tuesday, June 12, 2012Wednesday, September 26, 12
  19. 19. How To Find Customers 1. Interview Strangers on Street 2.Shopping Mall & StarBucks 3.Bored People 4.Craigslist 5.LinkedIn 6.Cold Calls 7.Surveys (For Lead-Gen) Friday, July 27, 12 Tuesday, June 12, 2012Wednesday, September 26, 12
  20. 20. EARLY ADOPTERS “FOAMING AT THE MOUTH” 1. Have the problem 2. Know they have the problem 3. Searched for solution 4. Hacked a solution 5. Paid for a solution Friday, July 27, 12 Tuesday, June 12, 2012Wednesday, September 26, 12
  21. 21. Record Data Friday, July 27, 12 Tuesday, June 12, 2012Wednesday, September 26, 12
  22. 22. How to Record Date Tuesday, June 12, 2012 Friday, July 27, 12Wednesday, September 26, 12
  23. 23. How to Record Date Tuesday, June 12, 2012 Friday, July 27, 12Wednesday, September 26, 12
  24. 24. Friday, July 27, 12Wednesday, September 26, 12
  25. 25. Questions? grace@leanstartupmachine.com @uxceo Friday, July 27, 12Wednesday, September 26, 12

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