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Shut The Hell Up
                      and other tips for testing your product



                                                                     Laura Klein
                                                                     @lauraklein
                                                           laura@usersknow.com
                                                      http://www.usersknow.com
Wednesday, December 5, 2012
@lauraklein




             You Suck At Talking To Users
            For example, you probably think you’re supposed to
                              talk to users.




Wednesday, December 5, 2012
@lauraklein




  Sometimes You Suck At Validating
            Your Ideas




Wednesday, December 5, 2012
@lauraklein



                              You Sell Your Idea


        You should: Allow the user to tell you what she thinks
           the product does and what it could do for her.




Wednesday, December 5, 2012
@lauraklein



                               You Lead The User

                                 You should: Let the user lead.

                                 Bad: Aren’t dogs the best?
                              Good: How do you feel about dogs?




Wednesday, December 5, 2012
@lauraklein



    You Make A Lot Of Assumptions

                              You should: Ask a lot of questions.

                    Bad: You love walking your dog.
              Good: How do you feel about walking your dog?
              Even Better: What was it like the last time you
                           walked your dog?




Wednesday, December 5, 2012
@lauraklein



               You Make The User Imagine


                 You should: Give the user something to react to

           Bad: How would you feel about a product that blah
                               blah blah?
           Good: Take a look at this picture/prototype/product
                      and tell me what you think


Wednesday, December 5, 2012
@lauraklein




      Sometimes You Suck At Getting
      Feedback On Your Product Or
               Prototype



Wednesday, December 5, 2012
@lauraklein



                       You Give A Guided Tour


                              You should: Let the User explore!

              Bad: Let me show you how this works.
          Good: Take a few minutes to play with it and tell me
                            what it does.




Wednesday, December 5, 2012
@lauraklein



                              You Help The User

                               You should: Let the user fail.

                          Bad: No, you click on this button.
                        Good: What do you think you should do?




Wednesday, December 5, 2012
@lauraklein



           You Sound Kind Of Defensive

             You should: Make sure the user doesn’t feel judged.
                    It’s not her fault your product sucks.

                              (I think we all know whose fault that is.)




Wednesday, December 5, 2012
@lauraklein



          You Ask Yes Or No Questions

                              You should: Ask open ended questions.

                         Bad: Do you love my product?
                       Worse: Don’t you love my product?
                     Good: How do you feel about this product?




Wednesday, December 5, 2012
@lauraklein




                      Sometimes You Just Suck




Wednesday, December 5, 2012
@lauraklein



          You Talk To The Wrong People

           You should: Recruit and screen participants to make
          sure you’re talking to people who will be helpful with
                    the type of research you’re doing.




Wednesday, December 5, 2012
@lauraklein



                              You Don’t Follow Up

         You should: Understand why your user feels the way
                              she does.

                            User: This is cool!
                        You: What’s cool about it?
               User: [Something incredibly useful and insightful]



Wednesday, December 5, 2012
@lauraklein



   You Ignore Results You Don’t Like


            You should: Design your test in a way that will force
                        you to believe your results.




Wednesday, December 5, 2012
@lauraklein



       You Don’t Act On Your Findings


         You should: Implement critical changes before you see
              the problems over and over again in testing.




Wednesday, December 5, 2012
@lauraklein



                              You Talk Too Much


                               You should: Shut the hell up.




Wednesday, December 5, 2012
Questions?
                                   You know where to find me...
                                              @lauraklein
                                         laura@usersknow.com
                                      http://www.usersknow.com



                                  pssst...this will all be in the book!
                              To be published by O’Reilly in early 2013.




Wednesday, December 5, 2012
@lauraklein



                               Exercise!
       •Form Groups of 3
       •First person interviews second person for 5-10 minutes
       •Third person takes notes on any mistakes & gives a critique
       •Switch roles (everyone interviews, is interviewed, and critiques)
       •Ask for help if you need it
       •Please be nice to each other. This is hard!

Wednesday, December 5, 2012

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Shut The Hell Up & Other Tips for Learning From Users

  • 1. Shut The Hell Up and other tips for testing your product Laura Klein @lauraklein laura@usersknow.com http://www.usersknow.com Wednesday, December 5, 2012
  • 2. @lauraklein You Suck At Talking To Users For example, you probably think you’re supposed to talk to users. Wednesday, December 5, 2012
  • 3. @lauraklein Sometimes You Suck At Validating Your Ideas Wednesday, December 5, 2012
  • 4. @lauraklein You Sell Your Idea You should: Allow the user to tell you what she thinks the product does and what it could do for her. Wednesday, December 5, 2012
  • 5. @lauraklein You Lead The User You should: Let the user lead. Bad: Aren’t dogs the best? Good: How do you feel about dogs? Wednesday, December 5, 2012
  • 6. @lauraklein You Make A Lot Of Assumptions You should: Ask a lot of questions. Bad: You love walking your dog. Good: How do you feel about walking your dog? Even Better: What was it like the last time you walked your dog? Wednesday, December 5, 2012
  • 7. @lauraklein You Make The User Imagine You should: Give the user something to react to Bad: How would you feel about a product that blah blah blah? Good: Take a look at this picture/prototype/product and tell me what you think Wednesday, December 5, 2012
  • 8. @lauraklein Sometimes You Suck At Getting Feedback On Your Product Or Prototype Wednesday, December 5, 2012
  • 9. @lauraklein You Give A Guided Tour You should: Let the User explore! Bad: Let me show you how this works. Good: Take a few minutes to play with it and tell me what it does. Wednesday, December 5, 2012
  • 10. @lauraklein You Help The User You should: Let the user fail. Bad: No, you click on this button. Good: What do you think you should do? Wednesday, December 5, 2012
  • 11. @lauraklein You Sound Kind Of Defensive You should: Make sure the user doesn’t feel judged. It’s not her fault your product sucks. (I think we all know whose fault that is.) Wednesday, December 5, 2012
  • 12. @lauraklein You Ask Yes Or No Questions You should: Ask open ended questions. Bad: Do you love my product? Worse: Don’t you love my product? Good: How do you feel about this product? Wednesday, December 5, 2012
  • 13. @lauraklein Sometimes You Just Suck Wednesday, December 5, 2012
  • 14. @lauraklein You Talk To The Wrong People You should: Recruit and screen participants to make sure you’re talking to people who will be helpful with the type of research you’re doing. Wednesday, December 5, 2012
  • 15. @lauraklein You Don’t Follow Up You should: Understand why your user feels the way she does. User: This is cool! You: What’s cool about it? User: [Something incredibly useful and insightful] Wednesday, December 5, 2012
  • 16. @lauraklein You Ignore Results You Don’t Like You should: Design your test in a way that will force you to believe your results. Wednesday, December 5, 2012
  • 17. @lauraklein You Don’t Act On Your Findings You should: Implement critical changes before you see the problems over and over again in testing. Wednesday, December 5, 2012
  • 18. @lauraklein You Talk Too Much You should: Shut the hell up. Wednesday, December 5, 2012
  • 19. Questions? You know where to find me... @lauraklein laura@usersknow.com http://www.usersknow.com pssst...this will all be in the book! To be published by O’Reilly in early 2013. Wednesday, December 5, 2012
  • 20. @lauraklein Exercise! •Form Groups of 3 •First person interviews second person for 5-10 minutes •Third person takes notes on any mistakes & gives a critique •Switch roles (everyone interviews, is interviewed, and critiques) •Ask for help if you need it •Please be nice to each other. This is hard! Wednesday, December 5, 2012

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