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GOOD MORNING  & WELCOME
Photo Credit:  Werner Schnell  on Flickr
Stop  Listening  To Your Customers Nate Bolt Bolt|Peters @boltron Mark Trammell Twitter @trammell
#StopLing
What are ways companies listen to   customers?
60 years ago o hai, faye
user researcb tools 20 years ago
1995
 
Bad  Listening
1) Hypothetical Questions 2) A False Premise
Reduce friction.
 
 
 
 
flickr/eschipul
 
Good  Research Investigate current behavior
 
Dead  Tomato  Society
Plain, Spicy,  Extra Chunky
"It used to be that the way to find out what people wanted to eat was  to ask them. "
Good  Research
1)  Contextual 2)  Time-aware 3)  Behavioral
#OldTwitter
More  Bad  Listening
 
Don ’ t bore people  with your survey.
 
Sprint to a functional prototype
Twitter initial research on functioning prototypes
A functional prototype can be a static site, low fidelity mock, paper prototype, index cards,…
… but use real data.
Iterate
 
#NewTwitter
flickr/monatbrooks Emphasize the moment. flickr/mtbphoto
 
 
 
 
 
Task analysis in four simple steps ,[object Object]
Text I love the usability setup @trammell and I use at @twitter. $70 software and no 2-way mirror! cc: @silverbackapp— @kvanscha
 
 
 
 
 
Friends & Family awkwardfamilyphotos.com
[object Object]
Good  Research
1)  Sprint to the testable. 2)  Iterate.
People lie less at home
Since 2007
Can tools make us better researchers?
 
 
What we did for   Rdio ,[object Object],[object Object],[object Object],[object Object]
 
What we did for  Volkswagen, Esurance, and a Large Retailer ,[object Object],[object Object],[object Object]
Good  Research
1)  Mix online tools 2)  Stream research live
When you  *really* don ’ t  have to listen to your customers
deadly sins 7
Lust
Gluttony
Greed
Sloth
Wrath
Envy
Pride
For the rest of us, we have to avoid  the big myth
The Myth: Geniuses have genius ideas that turn into genius products.
The Truth: Great Ideas come from Other Great Ideas
More Truth: Imaginative research facilitates invention.
"Sometimes, you gotta fart before you poop." —@hotdogsladies
What helicopters do in action movies Some thoughts on  metrics
"Sometimes you can observe a lot by watching." — Yogi Berra, catcher
Research customers  the right way ,[object Object],[object Object],[object Object],[object Object]
Thank You.
sxsw.com/ feedback
 
Questions? @boltron @trammell twitter.com boltpeters.com
Questions about the #QuickBar?

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Stop Listening to Your Customers