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The Secrets to Building Unique, Personalized Experiences For Your Customers
- 5. Vivek Bedi Building Unique Experiences For Your Customers
- 6. vivekbedi.com Goldman Sachs Northwestern Mutual Sterling BackCheck LearnVest mySwapp FORTUNE 100 COMPANIES STARTUPS Who am I? AUTHOR, SPEAKER, BOARD MEMBER, AND DIGITAL LEADER
- 7. Three generation of Bedi boys all use digital differently! The experience was broken! It didn't work for all types of customers.
- 8. Let's pretend you are the product manager, what would you do to try to solve this?
- 9. GENDER RACE AGE REGION MANY MORE.. Who is your customer?
- 10. The Secret ? THE "EEFP" PROCESS Empathize Experiment Fail Personalize 1. 2. 3. 4.
- 11. Empathize Talk to different types of customers Put yourself in their shoes Ask about their concerns and why they have them Train your brain to role-play Compromise (it's not the end of the world)
- 12. We had our advisors spend time with PMs and draw problems and learn product constraints. We had PMs sit in on sales meetings and learn the art of sales. #my-empathy-fail
- 13. Helping founder create a cancer app. My assumption was to build an app that provides recommendations to content, resources, medical needs, etc. - I was wrong! #another-empathy-fail
- 14. Some Tips GET BETTER AT EMPATHIZING WITH CUSTOMERS SHADOW SESSIONS (MAKE IT DIVERSE)! TALK TO MOCK USERS (NOT JUST YOUR CUSTOMERS) ASK OPEN ENDED QUESTIONS - SPARK EMOTION WALK THROUGH YOUR EXPERIENCE AS THEM
- 15. Experiment Try different versions of your experience Analyze how customers react Try to take the best of different experiences Run different tests
- 16. Women in product is under- represented. Providing them education seems like a no-brainer. But many questions came up? #my-experimentation- fail
- 17. Providing real-time insights on your finances is the name of game. What if we used predictive to start sending recommendations? #my-ai-experimentation- fail
- 18. Some Tips GET BETTER AT EXPERIMENTING DON'T ASSUME ANYTHING (THINK OUTSIDE THE BOX) USE A MIX OF EXPIRMENTAL TOOLS & STRATEGY UNDERSTAND WHY AN EXPERIMENT FAILED USE YOUR OWN STUFF! (AND ASK YOUR FRIENDS TO)
- 19. Failure It's okay to get something wrong but what did you learn from it Understanding why something failed Dealing with failure Motivate the team during failure
- 20. We showed how customers wanted to pay. Highlighted security concerns. Then offered added features. #admit-and-shift
- 21. Some Tips GET BETTER AT DEALING WITH FAILURE SET A STANDARD THAT WE SEEK TO FAIL! HAVE RETRO SESSIONS (NOT BLAME SESSIONS) ITERATE QUICKLY! MOTIVATE THE TEAM
- 22. Personalize Compromise is key Create experiences that work for most of your customers Try to add features that help instead of big massive changes Make customers feel special
- 23. Provided options for pie charts and bar charts and gave user the options. #my-personalization-fail
- 24. Some Tips GET BETTER AT PERSONALIZING ASK FEEDBACK ON NEGATIVE (NOT JUST POSTIVE)! ADD ITERATIONS THAT HELP A WHOLE NEW GROUP ADD SMALL CELEBRATIONS, DESIGN, & ELEMENTS MAKE THEM FEEL LIKE A HERO (OF GIVE THEM A NUDGE)
- 25. Don't get married to your product! Keep perspective and find a calm soul. All customers matter. Some Habits I Adopted OBSERVE AND PRACTICE THESE FOR YOURSELF
- 26. Meet with folks you rarely engage with and ask for real feedback and ways to improve. TWO COFFEE CHATS A DAY! Get out sticky-notes and use them for your next few meetings to brainstorm ideas. HAVE WORKSHOPS. Find time to watch people work. Shadow them step by step and learn what works and doesn't work. BALANCE DATA AND SHADOW SESSIONS Useful Everyday Tips TO TRY ON THE JOB
- 27. How do we become more effective products in our career? FOCUS ON THE SKILLS WE REALLY NEED TO SUCCEED
- 28. HOW I CAN HELP? CAREER ADVANCEMENT IS NOT EASY (IT'S ACTUALLY REALLY HARD). Coach, Mentor, or Advisor Talks or Speaking Interactive Workshops Writing & Blogs Networking Listening.. 1. 2. 3. 4. 5. 6.
- 29. VIVEKBEDI.COM VIVEKBEDI@GMAIL.COM "To build great products you first need to build a great you." FINAL WORDS