Whatsapp Diaries user research in
a mobile, connected, bite-sized world

driving value
through
customer experience

Customer = User ?

Value for Whom?

Love thy users… But love
thy customers too! The tight rope walk

User Customer
Sweet Spot

Discover Communicate Create Assess DRIVING
VALUE The Value Wheel

Discover Communicate Create Assess DRIVING
VALUE The Value Wheel EVALUATIVE GENERATIVE

User research in a mobile,
connected, bite-sized world. WHAT’S CHANGING?

Discover. Communicate. Create. Assess.

From ‘long and spaced’… …to
‘short and ongoing’ SHIFT #1

Everyone moves. Everything moves. towards
a mobile world SHIFT #2

Use the mobile to know
people and their worlds: actively (as a tool to capture)

Blend it into their normal
scheme of things -short and crisp -simple yet effective -unobtrusive

Narrative Clip

Use the mobile to know
people and their worlds: passively (as a resource/channel of data collection)

Shrinking ‘6 degrees of separation’
towards a connected, networked, world SHIFT #3

from ‘man with a mission’
to ‘groups with a purpose’ SHIFT #4

social butterfly effect expanding, colliding
circles of influence

Consider multiple perspectives - groups,
connections, interests and influencers Where one experience tapers off…another one begins! Groups shape identities. Groups shape values.

Access communities of practice

Discover. Communicate. Create. Assess.

Reports. When was the last
time you read one?

Instagram | Medium | Pinterest
| Facebook | YouTube From words to visuals: thinking with our eyes SHIFT #5

make it visual. keep it
short. keep it interesting.

communicate it back to the
people. Feedback Influence

Discover. Communicate. Create. Assess.

From ‘co-located specialists’ to ‘connected
& collaborative multi-disciplinary teams’ SHIFT #6

From waterfalls to iterations SHIFT
#7

When the chaos of creation
strikes, hold on to the value! REAL TIGHT!

create
value
together…

…make it fun

Discover. Communicate. Create. Assess.

remote validation and testing Google
Hangout | Usertesting.com | Loop11

SHIFT #8 from computers…
…to mobiles

The challenge How do you
see what they are seeing and doing?

moving from usability to experience.
How do you test an experience? SHIFT #9

Crowd sourced validation and assessment

Do it the lean way.
‘Pretotype’ it. Hack it.

Be flexible. Mix-media research approach.
Iterative research approach. http://mypatientstory.tumblr.com/

Be creative. Be exciting.

Any bite-sized questions? Thanks! Neelam
Shetye | pg.neelam@gmail.com