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Championing the user - John Scott

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The opening keynote from our Intranet Now 2016 conference. John Scott, of Content Formula.

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Championing the user - John Scott

  1. 1. @johnrobertscottJohn Scott@johnrobertscottJohn Scott Championing the user Ways to get to know your users better and give them what they want © 2016 Content Formula Ltd
  2. 2. @johnrobertscottJohn Scott © 2016 Content Formula Ltd 2 rules of user research 1 Listen to your users 2 Don’t listen to your users
  3. 3. @johnrobertscottJohn Scott © 2016 Content Formula Ltd NYC, 1898
  4. 4. @johnrobertscottJohn Scott © 2016 Content Formula Ltd NYC 1898 THE DAKOTA, NYC
  5. 5. @johnrobertscottJohn Scott © 2016 Content Formula Ltd 1.5m
  6. 6. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  7. 7. @johnrobertscottJohn Scott © 2016 Content Formula Ltd 150,000
  8. 8. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  9. 9. @johnrobertscottJohn Scott © 2016 Content Formula Ltd ?
  10. 10. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  11. 11. @johnrobertscottJohn Scott © 2016 Content Formula Ltd What did he learn?
  12. 12. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Everyone wants something different
  13. 13. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Everyone focuses on what they have already
  14. 14. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Some people make nonsensical suggestions
  15. 15. @johnrobertscottJohn Scott © 2016 Content Formula Ltd The boss focuses on the bottom line
  16. 16. @johnrobertscottJohn Scott © 2016 Content Formula Ltd I’m going to have to do this again
  17. 17. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Get to know them
  18. 18. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Interviews
  19. 19. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Who?
  20. 20. @johnrobertscottJohn Scott  Give context  Have a list of topics  Hone in on detail  Ask them to help again © 2016 Content Formula Ltd Do…
  21. 21. @johnrobertscottJohn Scott  Ask them what they want  Get trapped in politics  Ask leading questions © 2016 Content Formula Ltd Don’t…
  22. 22. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Identify the tasks they complete frequently, or interactions that they have regularly
  23. 23. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Task analysis
  24. 24. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Big list of tasks 1. Reviewing and amending an HR policy 2. Distributing new sales materials 3. Booking a visitor car parking space 4. Etc… 5. Etc...
  25. 25. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  26. 26. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  27. 27. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  28. 28. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  29. 29. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  30. 30. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  31. 31. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  32. 32. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  33. 33. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Start On site job complete ? Complete form A726 Collect and upload all A726 forms All forms uploaded ? Print inventory Distribute inventory to supervisors Action needed? Sign form Re-scan form into database End No Yes No Yes No Yes Complete task correction on A726
  34. 34. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Stakeholder workshops
  35. 35. @johnrobertscottJohn Scott © 2016 Content Formula Ltd What would you fix?
  36. 36. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Case studies
  37. 37. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  38. 38. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Communication Access Collaboration Findability Accuracy Training Awareness Transparency
  39. 39. @johnrobertscottJohn Scott © 2016 Content Formula Ltd It’s never too late - take action tomorrow!
  40. 40. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Beware of the HiPPO
  41. 41. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Hi Highest P Paid P Person’s O Opinion
  42. 42. @johnrobertscottJohn Scott © 2016 Content Formula Ltd
  43. 43. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Hi Highest P Paid P Person’s O Opinion
  44. 44. @johnrobertscottJohn Scott © 2016 Content Formula Ltd The boss focuses on the bottom line
  45. 45. @johnrobertscottJohn Scott © 2016 Content Formula Ltd Remember 1 Listen to your users 2 Don’t listen to your users 3 Just do it 4 Win support
  46. 46. @johnrobertscottJohn Scott@johnrobertscottJohn Scott Championing the user Ways to get to know your users better and give them what they want need! © 2016 Content Formula Ltd

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