SlideShare a Scribd company logo

Seven Tips for Effective Customer Conversations

Talk presented at Startup UCLA July 18, 2012. http://startup.sscnet.ucla.edu/

1 of 36
Seven	
  &ps	
  for         	
  
Effec&ve	
  Customer	
  Conversa&ons	
  


Startup	
  UCLA,	
  July	
  18,	
  2012	
  
Tweet	
  it!	
  




     @thinknow	
  
      Lane	
  Halley	
  
      www.lanehalley.com	
  



License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     2	
  
License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     3	
  
Lean	
  Design	
  &	
  
                                             Agile	
  Development	
  	
  
                                             for	
  Web	
  &	
  Mobile	
  

License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
             www.lanehalley.com	
     4	
  
Make	
  products	
  people	
  want	
  
            Ideas	
  are	
  plen&ful	
  
            Low	
  technology	
  barriers	
  
            Low	
  switching	
  cost	
  



License:	
  CC	
  BY-­‐NC-­‐SA	
  	
  	
     www.lanehalley.com	
     5	
  
You	
  can’t	
  just	
  “hit	
  it	
  with	
  the	
  pre[y	
  s&ck”	
  




Flickr	
  |	
  Caro'H	
                                          6	
  

Recommended

Are You Ready to GOOB? LSM Jan '13
Are You Ready to GOOB? LSM Jan '13Are You Ready to GOOB? LSM Jan '13
Are You Ready to GOOB? LSM Jan '13Lane Goldstone
 
Emakina Academy 4 - AJAX, Flash & Rich Internet Applications: harnessing the ...
Emakina Academy 4 - AJAX, Flash & Rich Internet Applications: harnessing the ...Emakina Academy 4 - AJAX, Flash & Rich Internet Applications: harnessing the ...
Emakina Academy 4 - AJAX, Flash & Rich Internet Applications: harnessing the ...Emakina
 
Business Model for Startup
Business Model for StartupBusiness Model for Startup
Business Model for StartupSamuel Henry
 
Are you ready to GOOB? LSM Sep '12
Are you ready to GOOB? LSM Sep '12Are you ready to GOOB? LSM Sep '12
Are you ready to GOOB? LSM Sep '12Lane Goldstone
 
The Right Stuff: What's in YOUR Portfolio?
The Right Stuff: What's in YOUR Portfolio?The Right Stuff: What's in YOUR Portfolio?
The Right Stuff: What's in YOUR Portfolio?Lane Goldstone
 
The Right Stuff: What's in YOUR Portfolio?
The Right Stuff: What's in YOUR Portfolio?The Right Stuff: What's in YOUR Portfolio?
The Right Stuff: What's in YOUR Portfolio?Lane Goldstone
 
Lean UX, Somewhere Over the Waterfall
Lean UX, Somewhere Over the WaterfallLean UX, Somewhere Over the Waterfall
Lean UX, Somewhere Over the WaterfallLane Goldstone
 
Lean UX, Somewhere Over the Waterfall
Lean UX, Somewhere Over the WaterfallLean UX, Somewhere Over the Waterfall
Lean UX, Somewhere Over the WaterfallLane Goldstone
 

More Related Content

Similar to Seven Tips for Effective Customer Conversations

Five steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantFive steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantLane Goldstone
 
Quick, Visual, Collaborative & Continuous
Quick, Visual, Collaborative & ContinuousQuick, Visual, Collaborative & Continuous
Quick, Visual, Collaborative & ContinuousLane Goldstone
 
Free eBook - Websites For B2 B Technogy Companies
Free eBook - Websites For B2 B Technogy CompaniesFree eBook - Websites For B2 B Technogy Companies
Free eBook - Websites For B2 B Technogy CompaniesKim Walowsky
 
Scio Saa S Readiness Evaluation Sre V1.0
Scio Saa S Readiness Evaluation Sre V1.0Scio Saa S Readiness Evaluation Sre V1.0
Scio Saa S Readiness Evaluation Sre V1.0ScioSales
 
Collaboration and Productivity with Microsoft SharePoint
Collaboration and Productivity with Microsoft SharePointCollaboration and Productivity with Microsoft SharePoint
Collaboration and Productivity with Microsoft SharePointEdgewater
 
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010Lincoln Murphy
 
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...FaberLab
 
More Than Just a Pretty Stick - UX for Entrepreneurs
More Than Just a Pretty Stick - UX for EntrepreneursMore Than Just a Pretty Stick - UX for Entrepreneurs
More Than Just a Pretty Stick - UX for EntrepreneursLane Goldstone
 
Karl Smith UCD14 Conference Presentation
Karl Smith UCD14 Conference PresentationKarl Smith UCD14 Conference Presentation
Karl Smith UCD14 Conference PresentationKarl Smith
 
Managing the site experience
Managing the site experienceManaging the site experience
Managing the site experiencerichlesperance
 
Developing Successful Content Management Solutions
Developing Successful Content Management SolutionsDeveloping Successful Content Management Solutions
Developing Successful Content Management SolutionsKaren McGrane
 
VDMA Social Web Präsentation
VDMA Social Web PräsentationVDMA Social Web Präsentation
VDMA Social Web PräsentationMartin Koser
 
FYB Romania: Featured case study
FYB Romania: Featured case studyFYB Romania: Featured case study
FYB Romania: Featured case studyFYB Romania
 
Sfd labs service offerings
Sfd labs service offeringsSfd labs service offerings
Sfd labs service offeringssfdlabs
 
SaaS Business Architecture
SaaS Business ArchitectureSaaS Business Architecture
SaaS Business ArchitectureLincoln Murphy
 
AWS Sydney Summit 2019 Re:Cap
AWS Sydney Summit 2019 Re:CapAWS Sydney Summit 2019 Re:Cap
AWS Sydney Summit 2019 Re:CapInjae Kwak
 
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...abhinashak
 
Certus - User Centred Design - Maximising the Use of Portal
Certus - User Centred Design - Maximising the Use of PortalCertus - User Centred Design - Maximising the Use of Portal
Certus - User Centred Design - Maximising the Use of PortalVincent Kwon
 

Similar to Seven Tips for Effective Customer Conversations (20)

Five steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantFive steps to learn what your customers (really) want
Five steps to learn what your customers (really) want
 
Quick, Visual, Collaborative & Continuous
Quick, Visual, Collaborative & ContinuousQuick, Visual, Collaborative & Continuous
Quick, Visual, Collaborative & Continuous
 
Free eBook - Websites For B2 B Technogy Companies
Free eBook - Websites For B2 B Technogy CompaniesFree eBook - Websites For B2 B Technogy Companies
Free eBook - Websites For B2 B Technogy Companies
 
Scio Saa S Readiness Evaluation Sre V1.0
Scio Saa S Readiness Evaluation Sre V1.0Scio Saa S Readiness Evaluation Sre V1.0
Scio Saa S Readiness Evaluation Sre V1.0
 
User Experience: Why and How
User Experience: Why and HowUser Experience: Why and How
User Experience: Why and How
 
Collaboration and Productivity with Microsoft SharePoint
Collaboration and Productivity with Microsoft SharePointCollaboration and Productivity with Microsoft SharePoint
Collaboration and Productivity with Microsoft SharePoint
 
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
How to Optimize Your SaaS Revenue Streams - Rackspace SaaS & Cloud 2010
 
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
Disegnare il proprio business: Business model canvas di Daniele Radici (24 11...
 
More Than Just a Pretty Stick - UX for Entrepreneurs
More Than Just a Pretty Stick - UX for EntrepreneursMore Than Just a Pretty Stick - UX for Entrepreneurs
More Than Just a Pretty Stick - UX for Entrepreneurs
 
Karl Smith UCD14 Conference Presentation
Karl Smith UCD14 Conference PresentationKarl Smith UCD14 Conference Presentation
Karl Smith UCD14 Conference Presentation
 
Managing the site experience
Managing the site experienceManaging the site experience
Managing the site experience
 
User Experience 2: Talk@Stabilo
User Experience 2: Talk@StabiloUser Experience 2: Talk@Stabilo
User Experience 2: Talk@Stabilo
 
Developing Successful Content Management Solutions
Developing Successful Content Management SolutionsDeveloping Successful Content Management Solutions
Developing Successful Content Management Solutions
 
VDMA Social Web Präsentation
VDMA Social Web PräsentationVDMA Social Web Präsentation
VDMA Social Web Präsentation
 
FYB Romania: Featured case study
FYB Romania: Featured case studyFYB Romania: Featured case study
FYB Romania: Featured case study
 
Sfd labs service offerings
Sfd labs service offeringsSfd labs service offerings
Sfd labs service offerings
 
SaaS Business Architecture
SaaS Business ArchitectureSaaS Business Architecture
SaaS Business Architecture
 
AWS Sydney Summit 2019 Re:Cap
AWS Sydney Summit 2019 Re:CapAWS Sydney Summit 2019 Re:Cap
AWS Sydney Summit 2019 Re:Cap
 
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
Strategic Alliance proposal to IT Service Providers – Creating Growth Opportu...
 
Certus - User Centred Design - Maximising the Use of Portal
Certus - User Centred Design - Maximising the Use of PortalCertus - User Centred Design - Maximising the Use of Portal
Certus - User Centred Design - Maximising the Use of Portal
 

More from Lane Goldstone

Understanding What Your Customers Really Want
Understanding What Your Customers Really WantUnderstanding What Your Customers Really Want
Understanding What Your Customers Really WantLane Goldstone
 
Do you have founder myopia?
Do you have founder myopia?Do you have founder myopia?
Do you have founder myopia?Lane Goldstone
 
Balanced Team LeanUX NYC Social
Balanced Team LeanUX NYC SocialBalanced Team LeanUX NYC Social
Balanced Team LeanUX NYC SocialLane Goldstone
 
5 steps to learn what your customers (really) want
5 steps to learn what your customers (really) want5 steps to learn what your customers (really) want
5 steps to learn what your customers (really) wantLane Goldstone
 
The Collaborative UX Designer's Toolbox
The Collaborative UX Designer's ToolboxThe Collaborative UX Designer's Toolbox
The Collaborative UX Designer's ToolboxLane Goldstone
 
UX Worksheets: Opportunity Statement, Persona 4x4
UX Worksheets: Opportunity Statement, Persona 4x4UX Worksheets: Opportunity Statement, Persona 4x4
UX Worksheets: Opportunity Statement, Persona 4x4Lane Goldstone
 
Quick, Useful UI Sketches
Quick, Useful UI SketchesQuick, Useful UI Sketches
Quick, Useful UI SketchesLane Goldstone
 
The Balanced Team Movement
The Balanced Team MovementThe Balanced Team Movement
The Balanced Team MovementLane Goldstone
 
Hands-on Lean UX for Digital Designers
Hands-on Lean UX for Digital DesignersHands-on Lean UX for Digital Designers
Hands-on Lean UX for Digital DesignersLane Goldstone
 
Five steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantFive steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantLane Goldstone
 
Quick, Useful UI Sketches
Quick, Useful UI SketchesQuick, Useful UI Sketches
Quick, Useful UI SketchesLane Goldstone
 
Lean UX Recipe Cards (set 02)
Lean UX Recipe Cards (set 02)Lean UX Recipe Cards (set 02)
Lean UX Recipe Cards (set 02)Lane Goldstone
 
Lean UX Recipe Cards (set 01)
Lean UX Recipe Cards (set 01)Lean UX Recipe Cards (set 01)
Lean UX Recipe Cards (set 01)Lane Goldstone
 
Conversation, Cadence & Culture
Conversation, Cadence & CultureConversation, Cadence & Culture
Conversation, Cadence & CultureLane Goldstone
 
User Experience & Lean Startup
User Experience & Lean StartupUser Experience & Lean Startup
User Experience & Lean StartupLane Goldstone
 

More from Lane Goldstone (20)

Understanding What Your Customers Really Want
Understanding What Your Customers Really WantUnderstanding What Your Customers Really Want
Understanding What Your Customers Really Want
 
Balanced Craft
Balanced CraftBalanced Craft
Balanced Craft
 
Do you have founder myopia?
Do you have founder myopia?Do you have founder myopia?
Do you have founder myopia?
 
Balanced craft
Balanced craftBalanced craft
Balanced craft
 
Balanced Team LeanUX NYC Social
Balanced Team LeanUX NYC SocialBalanced Team LeanUX NYC Social
Balanced Team LeanUX NYC Social
 
5 steps to learn what your customers (really) want
5 steps to learn what your customers (really) want5 steps to learn what your customers (really) want
5 steps to learn what your customers (really) want
 
The Collaborative UX Designer's Toolbox
The Collaborative UX Designer's ToolboxThe Collaborative UX Designer's Toolbox
The Collaborative UX Designer's Toolbox
 
UX Worksheets: Opportunity Statement, Persona 4x4
UX Worksheets: Opportunity Statement, Persona 4x4UX Worksheets: Opportunity Statement, Persona 4x4
UX Worksheets: Opportunity Statement, Persona 4x4
 
UX Recipe Cards
UX Recipe CardsUX Recipe Cards
UX Recipe Cards
 
Quick, Useful UI Sketches
Quick, Useful UI SketchesQuick, Useful UI Sketches
Quick, Useful UI Sketches
 
The Balanced Team Movement
The Balanced Team MovementThe Balanced Team Movement
The Balanced Team Movement
 
Lean UX Worksheets
Lean UX WorksheetsLean UX Worksheets
Lean UX Worksheets
 
Hands-on Lean UX for Digital Designers
Hands-on Lean UX for Digital DesignersHands-on Lean UX for Digital Designers
Hands-on Lean UX for Digital Designers
 
Five steps to learn what your customers (really) want
Five steps to learn what your customers (really) wantFive steps to learn what your customers (really) want
Five steps to learn what your customers (really) want
 
Quick, Useful UI Sketches
Quick, Useful UI SketchesQuick, Useful UI Sketches
Quick, Useful UI Sketches
 
Lean UX Recipe Cards (set 02)
Lean UX Recipe Cards (set 02)Lean UX Recipe Cards (set 02)
Lean UX Recipe Cards (set 02)
 
Lean UX Recipe Cards (set 01)
Lean UX Recipe Cards (set 01)Lean UX Recipe Cards (set 01)
Lean UX Recipe Cards (set 01)
 
Conversation, Cadence & Culture
Conversation, Cadence & CultureConversation, Cadence & Culture
Conversation, Cadence & Culture
 
User Experience & Lean Startup
User Experience & Lean StartupUser Experience & Lean Startup
User Experience & Lean Startup
 
I (heart) ugly
I (heart) uglyI (heart) ugly
I (heart) ugly
 

Recently uploaded

Introducing the New FME Community Webinar - Feb 21, 2024 (2).pdf
Introducing the New FME Community Webinar - Feb 21, 2024 (2).pdfIntroducing the New FME Community Webinar - Feb 21, 2024 (2).pdf
Introducing the New FME Community Webinar - Feb 21, 2024 (2).pdfSafe Software
 
Mind your App Footprint 🐾⚡️🌱 (@FlutterHeroes 2024)
Mind your App Footprint 🐾⚡️🌱 (@FlutterHeroes 2024)Mind your App Footprint 🐾⚡️🌱 (@FlutterHeroes 2024)
Mind your App Footprint 🐾⚡️🌱 (@FlutterHeroes 2024)François
 
Confoo 2024 Gettings started with OpenAI and data science
Confoo 2024 Gettings started with OpenAI and data scienceConfoo 2024 Gettings started with OpenAI and data science
Confoo 2024 Gettings started with OpenAI and data scienceSusan Ibach
 
Huntly presentation deck design for Behance
Huntly presentation deck design for BehanceHuntly presentation deck design for Behance
Huntly presentation deck design for Behancewhalesdesign
 
New ThousandEyes Product Features and Release Highlights: February 2024
New ThousandEyes Product Features and Release Highlights: February 2024New ThousandEyes Product Features and Release Highlights: February 2024
New ThousandEyes Product Features and Release Highlights: February 2024ThousandEyes
 
How to write an effective Cyber Incident Response Plan
How to write an effective Cyber Incident Response PlanHow to write an effective Cyber Incident Response Plan
How to write an effective Cyber Incident Response PlanDatabarracks
 
Enterprise Architecture As Strategy - Book Review
Enterprise Architecture As Strategy - Book ReviewEnterprise Architecture As Strategy - Book Review
Enterprise Architecture As Strategy - Book ReviewAshraf Fouad
 
How AI and ChatGPT are changing cybersecurity forever.pptx
How AI and ChatGPT are changing cybersecurity forever.pptxHow AI and ChatGPT are changing cybersecurity forever.pptx
How AI and ChatGPT are changing cybersecurity forever.pptxInfosec
 
Artificial Intelligence, Design, and More-than-Human Justice
Artificial Intelligence, Design, and More-than-Human JusticeArtificial Intelligence, Design, and More-than-Human Justice
Artificial Intelligence, Design, and More-than-Human JusticeJosh Gellers
 
Launching New Products In Companies Where It Matters Most by Product Director...
Launching New Products In Companies Where It Matters Most by Product Director...Launching New Products In Companies Where It Matters Most by Product Director...
Launching New Products In Companies Where It Matters Most by Product Director...Product School
 
Roundtable_-_API_Research__Testing_Tools.pdf
Roundtable_-_API_Research__Testing_Tools.pdfRoundtable_-_API_Research__Testing_Tools.pdf
Roundtable_-_API_Research__Testing_Tools.pdfMostafa Higazy
 
Mastering Play Store App Listing and Optimization
Mastering Play Store App Listing and OptimizationMastering Play Store App Listing and Optimization
Mastering Play Store App Listing and OptimizationAppsthentic Technology
 
Pragmatic UI testing with Compose Semantics.pdf
Pragmatic UI testing with Compose Semantics.pdfPragmatic UI testing with Compose Semantics.pdf
Pragmatic UI testing with Compose Semantics.pdfinfogdgmi
 
LF Energy Webinar: Introduction to TROLIE
LF Energy Webinar: Introduction to TROLIELF Energy Webinar: Introduction to TROLIE
LF Energy Webinar: Introduction to TROLIEDanBrown980551
 
Relationship Counselling: From Disjointed Features to Product-First Thinking ...
Relationship Counselling: From Disjointed Features to Product-First Thinking ...Relationship Counselling: From Disjointed Features to Product-First Thinking ...
Relationship Counselling: From Disjointed Features to Product-First Thinking ...Product School
 
Battle of React State Managers in frontend applications
Battle of React State Managers in frontend applicationsBattle of React State Managers in frontend applications
Battle of React State Managers in frontend applicationsEvangelia Mitsopoulou
 
Utilising Energy Modelling for LCSF and PSDS Funding Applications
Utilising Energy Modelling for LCSF and PSDS Funding ApplicationsUtilising Energy Modelling for LCSF and PSDS Funding Applications
Utilising Energy Modelling for LCSF and PSDS Funding ApplicationsIES VE
 
Establishing data sharing standards to promote global industry development
Establishing data sharing standards to promote global industry developmentEstablishing data sharing standards to promote global industry development
Establishing data sharing standards to promote global industry developmentThorsten Huelsmann
 
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...SearchNorwich
 

Recently uploaded (20)

Introducing the New FME Community Webinar - Feb 21, 2024 (2).pdf
Introducing the New FME Community Webinar - Feb 21, 2024 (2).pdfIntroducing the New FME Community Webinar - Feb 21, 2024 (2).pdf
Introducing the New FME Community Webinar - Feb 21, 2024 (2).pdf
 
Mind your App Footprint 🐾⚡️🌱 (@FlutterHeroes 2024)
Mind your App Footprint 🐾⚡️🌱 (@FlutterHeroes 2024)Mind your App Footprint 🐾⚡️🌱 (@FlutterHeroes 2024)
Mind your App Footprint 🐾⚡️🌱 (@FlutterHeroes 2024)
 
Confoo 2024 Gettings started with OpenAI and data science
Confoo 2024 Gettings started with OpenAI and data scienceConfoo 2024 Gettings started with OpenAI and data science
Confoo 2024 Gettings started with OpenAI and data science
 
Huntly presentation deck design for Behance
Huntly presentation deck design for BehanceHuntly presentation deck design for Behance
Huntly presentation deck design for Behance
 
New ThousandEyes Product Features and Release Highlights: February 2024
New ThousandEyes Product Features and Release Highlights: February 2024New ThousandEyes Product Features and Release Highlights: February 2024
New ThousandEyes Product Features and Release Highlights: February 2024
 
How to write an effective Cyber Incident Response Plan
How to write an effective Cyber Incident Response PlanHow to write an effective Cyber Incident Response Plan
How to write an effective Cyber Incident Response Plan
 
Enterprise Architecture As Strategy - Book Review
Enterprise Architecture As Strategy - Book ReviewEnterprise Architecture As Strategy - Book Review
Enterprise Architecture As Strategy - Book Review
 
How AI and ChatGPT are changing cybersecurity forever.pptx
How AI and ChatGPT are changing cybersecurity forever.pptxHow AI and ChatGPT are changing cybersecurity forever.pptx
How AI and ChatGPT are changing cybersecurity forever.pptx
 
Artificial Intelligence, Design, and More-than-Human Justice
Artificial Intelligence, Design, and More-than-Human JusticeArtificial Intelligence, Design, and More-than-Human Justice
Artificial Intelligence, Design, and More-than-Human Justice
 
Launching New Products In Companies Where It Matters Most by Product Director...
Launching New Products In Companies Where It Matters Most by Product Director...Launching New Products In Companies Where It Matters Most by Product Director...
Launching New Products In Companies Where It Matters Most by Product Director...
 
Roundtable_-_API_Research__Testing_Tools.pdf
Roundtable_-_API_Research__Testing_Tools.pdfRoundtable_-_API_Research__Testing_Tools.pdf
Roundtable_-_API_Research__Testing_Tools.pdf
 
Mastering Play Store App Listing and Optimization
Mastering Play Store App Listing and OptimizationMastering Play Store App Listing and Optimization
Mastering Play Store App Listing and Optimization
 
Pragmatic UI testing with Compose Semantics.pdf
Pragmatic UI testing with Compose Semantics.pdfPragmatic UI testing with Compose Semantics.pdf
Pragmatic UI testing with Compose Semantics.pdf
 
LF Energy Webinar: Introduction to TROLIE
LF Energy Webinar: Introduction to TROLIELF Energy Webinar: Introduction to TROLIE
LF Energy Webinar: Introduction to TROLIE
 
Relationship Counselling: From Disjointed Features to Product-First Thinking ...
Relationship Counselling: From Disjointed Features to Product-First Thinking ...Relationship Counselling: From Disjointed Features to Product-First Thinking ...
Relationship Counselling: From Disjointed Features to Product-First Thinking ...
 
In sharing we trust. Taking advantage of a diverse consortium to build a tran...
In sharing we trust. Taking advantage of a diverse consortium to build a tran...In sharing we trust. Taking advantage of a diverse consortium to build a tran...
In sharing we trust. Taking advantage of a diverse consortium to build a tran...
 
Battle of React State Managers in frontend applications
Battle of React State Managers in frontend applicationsBattle of React State Managers in frontend applications
Battle of React State Managers in frontend applications
 
Utilising Energy Modelling for LCSF and PSDS Funding Applications
Utilising Energy Modelling for LCSF and PSDS Funding ApplicationsUtilising Energy Modelling for LCSF and PSDS Funding Applications
Utilising Energy Modelling for LCSF and PSDS Funding Applications
 
Establishing data sharing standards to promote global industry development
Establishing data sharing standards to promote global industry developmentEstablishing data sharing standards to promote global industry development
Establishing data sharing standards to promote global industry development
 
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
ChatGPT's Code Interpreter: Your secret weapon for SEO automation success - S...
 

Seven Tips for Effective Customer Conversations

  • 1. Seven  &ps  for   Effec&ve  Customer  Conversa&ons   Startup  UCLA,  July  18,  2012  
  • 2. Tweet  it!   @thinknow   Lane  Halley   www.lanehalley.com   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   2  
  • 3. License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   3  
  • 4. Lean  Design  &   Agile  Development     for  Web  &  Mobile   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   4  
  • 5. Make  products  people  want   Ideas  are  plen&ful   Low  technology  barriers   Low  switching  cost   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   5  
  • 6. You  can’t  just  “hit  it  with  the  pre[y  s&ck”   Flickr  |  Caro'H   6  
  • 7. Every  product  has  a  user  experience,   whether  you  plan  it  or  not   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   7  
  • 8. How  will  you  create  an  inten&onal   user  experience  for  your  product?   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   8  
  • 9. Focus  on  the  problem,  not  the  solu&on   Flickr  |  woodleywonderworks   9  
  • 10. PEOPLE   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   10  
  • 11. PEOPLE   NEEDS   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   11  
  • 12. PEOPLE   NEEDS   Business  vision   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   12  
  • 13. PEOPLE   NEEDS   Business  vision   USES   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   13  
  • 14. PEOPLE   NEEDS   Business  vision   USES   FEATURES   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   14  
  • 15. PEOPLE   NEEDS   Business  vision   USES   UI  design,   wireframes,   visual  design   FEATURES   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   15  
  • 16. Talking  to  customers     shouldn’t  be  a  special  occasion   Flickr  |  ...love  Maegan   16  
  • 17. The  Lean  Startup  cycle   Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   17  
  • 18. The  Lean  Startup  (UX)  cycle     Customer   Conversa&ons   Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   18  
  • 19. The  Lean  Startup  (UX)  cycle     Personas,   needs  and   uses   Customer   Conversa&ons   Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   19  
  • 20. The  Lean  Startup  (UX)  cycle     Personas,   needs  and   uses   Customer   Prototypes  &   Conversa&ons   Experiments   Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   20  
  • 21. The  Lean  Startup  (UX)  cycle     Personas,   needs  and   uses   Customer   Prototypes  &   Conversa&ons   Experiments   Qualita&ve   evalua&on     Lean  Startup  cycle  by  Eric  Ries  |  drawn  by  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   21  
  • 22. 7  &ps  for  effec&ve  customer  conversa&ons   Have  a  plan   Pair  interviews   Keep  it  comfortable   Avoid  leading  ques&ons   Listen  for  needs  and  goals   Listen  first,  then  show  the  demo   Share  what  you  learn   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   22  
  • 23. Have  a  plan    Who  do  you  want  to  talk  to?    What  do  you  want  to  learn?   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   23  
  • 24. Team  interview  planning   Image  @thinknow    |  Atomic  Object   24  
  • 25. Topic  Map   Image  @thinknow    |  LUXr   25  
  • 26. Pair  interviews   Photo:  @thinknow  |  Atomic  Object   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   26  
  • 27. Keep  it  comfortable    Create  a  conversa&on    Open  and  closed-­‐ended  ques&ons    Paraphrasing    Body  language  and  encouragers   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   27  
  • 28. Avoid  leading  ques&ons   Leading:  “How  would  you  use  our  product?”   Be[er:  “ Tell  me  a  story  about  the  last  &me   you  …”   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   28  
  • 29. Listen  for  needs  and  goals    “If  you  had  that  feature,  what  would   that  allow  you  to  do?”   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   29  
  • 30. Listen  first,  then  show  the  demo   Warm-­‐up  ques&ons  to  set  context     “Tell  me  a  li[le  about  yourself…”   Talk  about  real  events,  avoid  conjecture     “Tell  me  about  a  recent  &me  when  you…”   Show  demos/sketches  later  in  mee&ng     “Show  me  how  you  would  use  this  to…”   Express  apprecia&on  “ Thanks  for  your  &me!”   Ask  for  referrals  and  permission  to  follow  up   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   30  
  • 31. Share  what  you  learn   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   31  
  • 32. Ac&vity:  Prac&ce  interview     Photo:  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   32  
  • 33. Prac&ce  interview    Find  someone  you  don’t  know  well.  Choose  who  will  be  the  first   “architect/interviewer.”  The  other  person  is  the  “customer/ interviewee.”    Architect:  Conduct  a  5-­‐minute  interview  to  learn  the  quali&es  that   would  make  this  customer  LOVE  the  house  you  will  design.     •  Create  a  conversa&on   •    Open  and  closed-­‐ended  ques&ons   •    Paraphrasing   •    Body  language  and  encouragers    Switch  arer  5  minutes  so  each  person  gets  a  turn  as  architect   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   33  
  • 34. Ac&vity:  Make  a  topic  map   Photo:  @thinknow   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   34  
  • 35. Make  a  topic  map    Work  in  your  startup  teams   5  min  Individual  ac&vity  (silent):  Write  s&ckies  that   answer  the  ques&on  “what  do  I  wish  I  knew   about  my  customer/user?”   5  min  Group  ac&vity:  Taking  turns,  read  your   s&ckies  to  each  other  and  put  them  on  a   table  or  poster.   5  min  Group  ac&vity:  organize  the  s&ckies,  give   each  group  a  short  1-­‐3  word  name.   5  min  Individual  ac&vity:  Copy  the  group  names  to   a  topic  map   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   35  
  • 36. Thank  you!   @thinknow   Lane  Halley   www.lanehalley.com   License:  CC  BY-­‐NC-­‐SA       www.lanehalley.com   36