Slides from Web Unleashed 2018 presentation.
Brands and products today, more than ever, differentiate themselves in the market through delivering better user experiences than their competition. Most frequently, the entire burden of user research falls within the product or design orgs where a relatively small number of UX researchers are tasked with talking to as many users as possible and synthesizing their learnings for the rest of the company. But does this approach to UX research and product development leave tons of valuable knowledge about users locked within other parts of the organization?
At Atlassian, Zuzana helped pilot a program in which a pre-sales helped product teams learn more about their users, faster. The pre-sales team captured key insights that influenced users’ product selection, purchase decisions, and their in-product activation. In this talk, you’ll get an inside look at the why and how of capturing product feedback using your existing customer-facing teams as well as lessons learned from implementing this program.
Quick wins (weeks to quarter)
Cost scales proportionately with return
Short term gains
Stronger brand, product strategy, and market positioning (1-3 year)
Complex attribution models
*No additional cost to gain user insights
Long term strategy
Jira Service Desk
*I haven’t tested all these tools personally
feedback and context
with product teams
with teams internally
Capture feedback and context from your
customer-facing teams’ conversations
Make understanding of your users
Engage with your customers
at the right time in the right place
ALIGN UX Internally
PRODUCT / PROGRAM MANAGER
Fortify Your UX