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Re-use and Recycle: Building sustainable relationships with your users

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Usually, the primary goal of user research is to answer specific questions about a design. But what happens when you shift your primary objective from conducting research to “building a lasting relationship”? The presenters will share stories about how this approach has forever changed the breadth and depth of information that they learn about users, and how it’s actually made some of the hardest parts of enterprise research, such as recruiting users, easier.

You'll learn about

circumstances where this approach is (and is not) appropriate
specific tools and techniques to support relationship building
how this approach returns richer data which can more deeply impact products (and even the product team's culture)
Handouts will be provided.

This presentation is best suited for practitioners who work with enterprise or complex multi-use applications, and beginner to intermediate UX practitioners who as part of their job talk to users, regardless of their title.

Published in: Technology
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Re-use and Recycle: Building sustainable relationships with your users

  1. 1. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Re-Use and Recycle: Building Sustainable Relationships with Your Users
  2. 2. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: UX Research: A Different Approach
  3. 3. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: About SolarWinds Users
  4. 4. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: UX Research Arrives ...
  5. 5. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey:
  6. 6. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: First Things First » Who ARE these people who use the products?
  7. 7. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: “Show Me How You Use It” Sessions
  8. 8. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Show Me’s » One hour sessions over GoToMeeting » Participants take you on a tour: • Why did you buy it? • What are the 3 most important things you do with it? • What’s working well and not working well about each thing?
  9. 9. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: “Show Me” Script Example
  10. 10. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Putting Users in the Driver’s Seat
  11. 11. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: When Do ”Show Me Sessions” Work Best?
  12. 12. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Using Private Groups of Expert Users
  13. 13. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Private Groups Within a Community Site • Get feedback on early designs (before we ran traditional feature walkthroughs and usability tests) • Ask users to share examples of alerting-related tasks • Ask users to help the team understand concepts, terms • Provide a collaborative sharing space between all members of the product team and 12 users
  14. 14. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: • What one thing would you tell us to fix or change? • What one thing has you the happiest or most excited (if anything)?
  15. 15. #UXPA2016 www.uxpa2016.org Session Survey: www.uxpa2016.org/survey Conference Survey:
  16. 16. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey:
  17. 17. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey:
  18. 18. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey:
  19. 19. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Private Groups Don’t Always Work… » When product or feature isn’t big enough to sustain interest over at least several months » When you have too many/not enough users (magic number is ~ 12) » When you don’t have enough content to provide regular (weekly) updates » When you don’t have actual designs (sneak peeks) to share » When you don’t have the entire team willing to engage with users
  20. 20. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Basic Principles
  21. 21. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: People First, Then Data
  22. 22. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Be a Bridge Builder
  23. 23. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Value of the Method
  24. 24. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Depth of Research
  25. 25. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Finding Users
  26. 26. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Impact on the Entire Brand Experience
  27. 27. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Impact on the Entire Brand Experience IT Manager and non-SolarWinds user, during blind research, talks about what he’s missing from his vendor and what would make him abandon the product he just spent $120,000 buying: “If a tool was out there that . . .if the team that builds it and works on it actually saw us as an important customer and would actually want to know how we feel about their tool and what they could do to make it better— that’s the kind of relationship I would like to see.”
  28. 28. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey:
  29. 29. #UXPA2016 www.uxpa2016.org Session Survey: http://www.uxpa2016.org/sessionsurvey?sessionid=75 Conference Survey: Thank you!

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