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These are not statements of Procter & Gamble.                   Adam Siemiginowski                      @ATSiem
Workout! Raise your hand if…• Your team gathers and reviews user feedback.• Someone on your team is responsible for  condu...
Settlers of Catan
Understanding Users   P&G’s Success    It can be yours too.
I make design          I buy systems, andI build new services.    choices which     configure new services.               ...
• “To go and look for oneself is the best, if not  the only, way to test whether the assumptions  on which a decision had ...
• “There’s no substitute for real people  using your app in real ways.”  – 37Signals, Getting Real• “Get out of the buildi...
TACTICS
Collect and respond to feedbackGoal• Enable users to share ideas, questions and  problems with you in one click• Enable us...
Collect and respond to feedback
Chat with your users nowGoal• Enable users to ask questions and get live  support• Enable product team to ask users how th...
Chat with your users nowGoal• Enable users to ask questions and get live  support• Enable product team to ask users how th...
Ask for content in-the-momentGoal• Enable users to offer content suggestions  when they discover outagesTool• Email!
Ask for content in-the-momentGoal• Enable users to offer content suggestions  when they discover outagesTool• Email!
Speak to users where they are!Goal• Enable users to get updates on what is new  and important about what they’re looking a...
We learned with our knowledge management        systems how to apply this…          This is just a start for web apps.    ...
Recruit users and get to know them.Goal• Spend time observing your users, listening to  them describe their tasks as they ...
When testing our research repository…   We recruited with Ethnio.com
8% Response
Finding users usedto be like panning     for gold! Rewarding, but   toilsome.  Now it’s easy.     So do it!
User Sensing, let’s get personal.
Add a line chart• A customer has asked you to add a line chart  with another set of data. They think it will  better repre...
A MORNING A MONTH.THAT’S ALL WE ASK.  • ‘User Research Friday’  • Three 45min Interviews  • Three Insights / Interview
EXTRA CREDITGoal• Engage your users in your design sessions, to  learn and codevelop solutions.Tool• Sketchboard
Maxims on Staying Connected to Users• A morning a month, that’s all we ask.• Start earlier than you think makes sense.• Re...
For the overachievers…• Lean Usability Testing at Meetup.com• Rocket Surgery Made Easy: The DIY guide to  finding and fixi...
LIFE’S TOO SHORTTO BUILD SOMETHING  NOBODY WANTS.               via ‘Running Lean’
Staying connected to your users - for everyone
Staying connected to your users - for everyone
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Staying connected to your users - for everyone

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Hey all! This is a quick presentation on how to stay connected with your users so you can build the simplest and most relevant product. This was inspired by my experience building Knowledge Management systems at P&G, but these are my own learnings. This will be very helpful for anyone building an internal application, or an intranet, to stay connected with all their global users. I'm sure there are also smaller startups looking to learn how to connect with all their potential customers, as they visit their fledgling site - willing to offer feedback. I'm sharing this with you hoping you'll help me improve it. Share your thoughts!

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Staying connected to your users - for everyone

  1. 1. These are not statements of Procter & Gamble.  Adam Siemiginowski @ATSiem
  2. 2. Workout! Raise your hand if…• Your team gathers and reviews user feedback.• Someone on your team is responsible for conducting user interviews and sharing learnings.• Someone on your team is responsible for conducting and scheduling user interviews which your team observes.
  3. 3. Settlers of Catan
  4. 4. Understanding Users P&G’s Success It can be yours too.
  5. 5. I make design I buy systems, andI build new services. choices which configure new services. affect my users.
  6. 6. • “To go and look for oneself is the best, if not the only, way to test whether the assumptions on which a decision had been made are still valid.”• “Failure to go out and look is the typical reason for persisting in a course of action long after it has ceased to be appropriate or even rational.” – Peter Drucker, The Effective Executive 1967
  7. 7. • “There’s no substitute for real people using your app in real ways.” – 37Signals, Getting Real• “Get out of the building.” – Steven Blank, The Four Steps to The Epiphany 2006 & 2005
  8. 8. TACTICS
  9. 9. Collect and respond to feedbackGoal• Enable users to share ideas, questions and problems with you in one click• Enable users to see what other users are saying and voting onTool• UserVoice – Make it easy and implement single-sign-on
  10. 10. Collect and respond to feedback
  11. 11. Chat with your users nowGoal• Enable users to ask questions and get live support• Enable product team to ask users how they can helpTool• Olark
  12. 12. Chat with your users nowGoal• Enable users to ask questions and get live support• Enable product team to ask users how they can helpTool• Olark
  13. 13. Ask for content in-the-momentGoal• Enable users to offer content suggestions when they discover outagesTool• Email!
  14. 14. Ask for content in-the-momentGoal• Enable users to offer content suggestions when they discover outagesTool• Email!
  15. 15. Speak to users where they are!Goal• Enable users to get updates on what is new and important about what they’re looking at right nowTool• HelloBar
  16. 16. We learned with our knowledge management systems how to apply this… This is just a start for web apps. Take these ideas and run with them. Next up, testing for all services and systems.
  17. 17. Recruit users and get to know them.Goal• Spend time observing your users, listening to them describe their tasks as they complete them.Tool• Use Ethnio to setup a simple screener and embed it in a website that your typical user visits. – I recruited 211 volunteers for a 30min interview in just a few days. – I then used Ethnio to manage the scheduling of interviewees, along with Outlook and Webex.
  18. 18. When testing our research repository… We recruited with Ethnio.com
  19. 19. 8% Response
  20. 20. Finding users usedto be like panning for gold! Rewarding, but toilsome. Now it’s easy. So do it!
  21. 21. User Sensing, let’s get personal.
  22. 22. Add a line chart• A customer has asked you to add a line chart with another set of data. They think it will better represent the data than a bar chart, and correlates to what they want to communicate with the scatterplot you already added. Go ahead and add a line chart to the bookmark with your scatterplot.
  23. 23. A MORNING A MONTH.THAT’S ALL WE ASK. • ‘User Research Friday’ • Three 45min Interviews • Three Insights / Interview
  24. 24. EXTRA CREDITGoal• Engage your users in your design sessions, to learn and codevelop solutions.Tool• Sketchboard
  25. 25. Maxims on Staying Connected to Users• A morning a month, that’s all we ask.• Start earlier than you think makes sense.• Recruit loosely and don’t stress, just talk.• Make it a spectator sport, for everyone.• Focus ruthlessly on a small number of the most important problems.• When fixing problems, always do the least you can do to ensure the problem is solved fast. via ‘Rocket Surgery Made Easy’
  26. 26. For the overachievers…• Lean Usability Testing at Meetup.com• Rocket Surgery Made Easy: The DIY guide to finding and fixing usability problems (Krug)• Running Lean: Iterate from Plan A to a plan that works (Maurya)• From Paper to Pixels: A hands-on strategy for user-based design (Siemiginowski)
  27. 27. LIFE’S TOO SHORTTO BUILD SOMETHING NOBODY WANTS. via ‘Running Lean’

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