1. Lean
UX
Customer
Discovery
What
to
do
when
you’re
“getting
out
of
the
building”
http://www.slideshare.net/lanehalley
http://www.luxr.co
License:
Creative
Commons
Attribution-­‐Share
Alike
3.0
United
States
What
can
we
learn
from
users?
• Where
will
our
product
fit
in
their
work
or
life?
• What
problems
will
our
product
solve?
• When
and
how
will
our
product
used?
• What
features
are
important?
How
to
frame
an
effective
conversation
Before
• Identify
who
do
you
want
to
talk
to
and
what
you
want
to
learn
During
• Use
conversation
starters
instead
of
prepared
questions
• Listen
more
than
you
talk
• Capture
your
observations
(index
cards
work
well)
• Collect
artifacts
(photos,
screenshots,
work
product)
• If
you
have
something
to
show/demo,
do
it
after
the
open-­‐ended
conversation
After
• Debrief
and
share
what
you’re
learning
with
your
team
DO’s
and
DON’TS
• DO
Spend
time
with
your
users
“early
and
often”
• DO
Create
a
conversation,
not
an
interrogation
• DO
Maintain
a
“beginner’s
mind”
• DO
Use
your
visits
for
multiple
purposes
• DON’T
Ask
what
features
people
want
• DON’T
Ask
users
to
talk
theoretically
about
what
they
might
do
Identify
the
need
behind
the
feature
request
• User:
What
I
really
need
is
feature
x…”
• You:
“If
you
had
feature
x,
what
would
that
allow
you
to
do?”
Where
do
you
find
users
to
talk
to?
• Licensed/registered
users
• In-­‐line
Web
recruiting
• Conferences
and
industry
events
• Special
interest
groups/user
groups
• Market
research
firms
• Craigslist
• Friends
and
Family