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Customer research for rapid making – Fiona McLaren, Made by Many

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There’s nothing like having to define or launch a new product in a matter of weeks to force you to focus on the parts of your process that are most important. Fiona will talk about how user research helps Made by Many to make rapid progress, prompting action and guiding product decisions, every step of the way.

Published in: Design
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Customer research for rapid making – Fiona McLaren, Made by Many

  1. 1. Customerresearchforrapidmaking Fiona McLaren, Senior Product Manager
  2. 2. Learningisthemost importantthingwedo
  3. 3. 8 weeks to prototype a new booking experience that customers love FINNAIR
  4. 4. Wheredowestart?
  5. 5. Escape
 thevault Enlisthelp Survivethe
 glowingsea 🏆Findchild Gettothe
 Institute Savethe
 world
  6. 6. Understandhow customersfeel
 aboutplanningand bookingtravel Context Behaviour Motivations Painpoints Needs
  7. 7. Discussion guide and conversation prompts GETTING READY
  8. 8. 14 travellers in London & Helsinki Long-haul Short-haul Business Leisure Frequent In-frequent Families Solo
  9. 9. Insights that create principles…
  10. 10. …and prompt us to start making
  11. 11. Rapid iteration, increasing fidelity DIVERGENT SKETCHES WEEK 4 LOFI PROTOTYPES WEEK 5 HTML PROTOTYPE WEEK 8
  12. 12. 😍😥
  13. 13. We’ve now spoken to 150+ travellers
  14. 14. #1 Haveaclearobjective
 Makeitactionable
  15. 15. #2 Don’ttestwhatyoumake Makestufftolearn
  16. 16. Oneexample…
  17. 17. #3 Onlyspeaktoenough peopletogainconfidence
  18. 18. #4 Recognisewhenyou knowenough
  19. 19. Thanks! @fionamclaren!

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