NOTES: In terms of small biz Today I’m going to tell you a story about a time we build a restoration hardware. Pottery barn and got everyone bought into it even the CEO was knocking on the door.
Overview - what happened
Trying to method effective to create empathy within our own employees
Early skit ideas were rejected for being too comedic or over the top. We also imagined a scenario where Brad would be an employee in the store .
Instead of a play we knew we wanted to show them and really demonstrate rather than just tell them We focused on making the customer environment a real and we turned our persona into an experience
It began by setting up the hardware and transforming an office into a store… Raised the desks to make counters
We just put a stake in the ground – we no idea how far we would take it
You can still see the whiteboard
Tablet on a cash drawer. Receipt printer
Some props were added to illustrate that the store owner also offers “design services.” This relates to the story that she invoices for these services from her “back office.”
Props included: colored pencils, a sketch pad and furniture covering catalogs
A stock photo image was enlarged, duplicated and printed on plotter paper to add to the store “illusion.” Brought in inventory
Created a name Logo
Put the customer in the customer shoes
Usability participants brought their own inventory
Pricing is not simple Barcodes Skus
Screenshot from the “hacked” usability lab.We did this so remote team members could attend and see participants using all of the hardware And we could record
One of the big pushes that we’ve heard is “get the front-line developers to better understand the customer and you will build a better product,” and that is exactly what the immersive customer experience did -
Had daily meetings there Here’s a shot from one of the multi-disciplinary team (ux, product management, engineering) work sessions*
A Helen’s Habitats customer (our customer’s customer) A “Helen’s Habitats” employee (our Intuit customer)
While setting up for live demos, we when through the experience of being “open for business.” In this case, the logo did not print on the receipt.
A real error message during a live demo.
The PM panicked in front of the stakeholders just as a real customer might in front of their customer.
The reward for this hard work was to watch real small
business owners trying these prototypes during lab
sessions and asking questions like “when can I have it?”
Sr. Product Development Manager
WALK IN THE
(AKA EATING OUR OWN DOGFOOD)