We all have a vision for our products--how they should look and what features they should have. But it's easy to get so wrapped up in the development of the product that you can lose sight of who it's really for: the customer.
When was the last time you spoke to one of your customers and incorporated their needs and feedback into your design? If you can't remember, then you're doing it wrong. Christopher O'Donnell, product management expert and head of HubSpot's new Signals product, will teach you how to build better products for your customers in less time than ever before and why Agile is dead.
What You'll Learn
Incorporate valuable user feedback into your product in real time
Beat your competition by moving 2x faster than an "agile" development model
Motivate your team by tying their contributions to actual customer pain
Deliver an amazing experience for all your customers
Build Better Products Faster: The Playbook for Customer-Driven Development
Build Better Products Faster:
The Playbook for
Christopher O'Donnell is VP of Sales Products
GM of Signals at HubSpot. Christopher joined
HubSpot as a part of the Performable
acquisition in June of 2011. Prior to joining
Performable, in Fall of 2010, Christopher
managed a team of designers and product
managers serving the largest customers in the
world: our nation's various military and
intelligence organizations. In parallel, he
started and drove a content-driven social
media marketing eﬀort that today boasts over
a million readers. Prior to working in online
marketing and product development,
Christopher operated a music production
business, where he put his B.A. in Music from
Brown University to good use.
Better Products, Faster
The Playbook for Customer-Driven Development
Christopher O’Donnell, VP of Sales Products - GM, Signals // HubSpot
The only people who call their customers users are
drug dealers and product managers
Products are for people
Let’s start with what you expect out of a product experience.
emily and pandora
WHY IS IT MAKING ME LOG IN EVERY TIME I USE THE APP?!?
“I don’t even know where I would complain or let them know.” - emily
The thing about bugs is … where there is one report there are thousands of the same that you don’t see.
You expect it.
Your customers expect it.
It’s an opportunity:
1) to learn and improve the product in real time
2) to WOW people and get free marketing
The “Typo Test”
How long does it take your team to fix a typo in your product?
This simple test is a terrific way to evaluate your process and tooling
Your answer should be “under five minutes”
The Unfair Advantage
Housecleaners vs. Exterminators
* Support reps are amazing and wonderful and resourceful BUT they can’t resolve issues
* Developers get a ticket twice and they resolve the issue for good.
* Fewer tickets, and better product