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Customer Development • It’s all
about learning and discovery • Outlined by Steve Blank in Four Steps to the Epiphany Customer STOP Customer STOP Customer STOP Scale STOP Discovery Validation Creation Company Pivot
What we wanted to learn...
• What are they doing now? • What are other tools leaving on the table? • Who is involved? • How frequent / severe is the pain? • What else are customers complaining about?
How we learned • ~20
phone interviews (15 - 20 minutes each) • 3 in-person user tests with paper prototypes • 2 landing pages • Hacky MVP on KISSmetrics.com • 8 “alpha testers”
What we learned! • People
are not doing customer research. • They want private feedback and targeting. • It requires developer involvement. • It is a constant pain.
What we built. • A
freemium on-site customer feedback tool • That involves an easy one-time install • Which provides private customer feedback • And easy to understand reporting.
Start with a Hypothesis Our
hypothesis is that product manager type people have a problem doing effective customer research Our hypothesis is that ________________________________ people have a problem doing _______________________