A talk given by Nate Bolt and Mark Trammell at SXSW 2011, and based on an article Nate co-wrote on VentureBeat in 2010.

1. GOOD MORNING & WELCOME

2. Photo Credit: Werner Schnell on Flickr

3. Stop Listening To Your Customers Nate Bolt Bolt|Peters @boltron Mark Trammell Twitter @trammell

4. #StopLing

5. What are ways companies listen to customers?

6. 60 years ago o hai, faye

7. user researcb tools 20 years ago

8. 1995

10. Bad Listening

11. 1) Hypothetical Questions 2) A False Premise

12. Reduce friction.

17. flickr/eschipul

19. Good Research Investigate current behavior

21. Dead Tomato Society

22. Plain, Spicy, Extra Chunky

23. "It used to be that the way to find out what people wanted to eat was to ask them. "

24. Good Research

25. 1) Contextual 2) Time-aware 3) Behavioral

26. #OldTwitter

27. More Bad Listening

29. Don ’ t bore people with your survey.

31. Sprint to a functional prototype

32. Twitter initial research on functioning prototypes

33. A functional prototype can be a static site, low fidelity mock, paper prototype, index cards,…

34. … but use real data.

35. Iterate

37. #NewTwitter

38. flickr/monatbrooks Emphasize the moment. flickr/mtbphoto

45. Text I love the usability setup @trammell and I use at @twitter. $70 software and no 2-way mirror! cc: @silverbackapp— @kvanscha

51. Friends & Family awkwardfamilyphotos.com

53. Good Research

54. 1) Sprint to the testable. 2) Iterate.

55. People lie less at home

56. Since 2007

57. Can tools make us better researchers?

63. Good Research

64. 1) Mix online tools 2) Stream research live

65. When you *really* don ’ t have to listen to your customers

66. deadly sins 7

67. Lust

68. Gluttony

69. Greed

70. Sloth

71. Wrath

72. Envy

73. Pride

74. For the rest of us, we have to avoid the big myth

75. The Myth: Geniuses have genius ideas that turn into genius products.

76. The Truth: Great Ideas come from Other Great Ideas

77. More Truth: Imaginative research facilitates invention.

78. "Sometimes, you gotta fart before you poop." —@hotdogsladies

79. What helicopters do in action movies Some thoughts on metrics

80. "Sometimes you can observe a lot by watching." — Yogi Berra, catcher

82. Thank You.

83. sxsw.com/ feedback

85. Questions? @boltron @trammell twitter.com boltpeters.com

86. Questions about the #QuickBar?