Merci Victoria Grace, former Head of Growth at Slack, discusses using customer empathy and product intuition to drive growth. She emphasizes understanding customers, predicting their needs, and executing product changes accordingly. Her tips include conducting user research, testing hypotheses and new features, focusing on the real customer experience, and treating customers with kindness and respect. The goal is to design products that customers want to use through an intuitive understanding of them.
6. Understand, predict, and execute.
Well-implemented product analytics
Usability or “play” testing on existing products
Read research on cognition
Conduct or buy market or social science research
User interviews, surveys, and other research
Everyone does customer support
10. Understand, predict, and execute.
Hypothesis-driven experiments
Usability & play testing on new products
Feature requests & usability bugs
Anecdotes > personas
Research on values & beliefs of core audience
Pretend you’re a human being
17. Learn, design, and execute.
Only test what you actually want to build
Stay focused on your real customer
Always test your existing product
Treat your customers with kindness & respect
19. How will we know it worked?
Stat-sig experiment results
Directionally positive usability tests
Feature adoption
Fewer usability bugs
Increase or hold NPS score
Customer service & sales satisfaction score
Engagement correlates with paid conversion
Organic growth
20.
21. Merci Victoria Grace
Former Head of Growth, Slack
@merci
Using Customer
Empathy and Product
Intuition to Drive Growth
#GHConf18
26. Understand, predict, and execute.
Well-implemented product analytics
Usability or “play” testing on existing products
Read research on cognition
Conduct or buy market or social science research
User interviews, surveys, and other research
Everyone does customer support
30. Understand, predict, and execute.
Hypothesis-driven experiments
Usability & play testing on new products
Feature requests & usability bugs
Anecdotes > personas
Research on values & beliefs of core audience
Pretend you’re a human being
37. Learn, design, and execute.
Only test what you actually want to build
Stay focused on your real customer
Always test your existing product
Treat your customers with kindness & respect
39. How will we know it worked?
Stat-sig experiment results
Directionally positive usability tests
Feature adoption
Fewer usability bugs
Increase or hold NPS score
Customer service & sales satisfaction score
Engagement correlates with paid conversion
Organic growth
40.
41.
42. Learn more about the
GrowthHackers Conference at
GrowthHackers.com/Conference