shut the hell up & other tips for learning from users
DESCRIPTION
Tips for getting better information from users about your idea and product.TRANSCRIPT
Shut The Hell Upand other tips for testing your product
Laura Klein@lauraklein
[email protected]://www.usersknow.com
Wednesday, December 5, 2012
You Suck At Talking To Users
@lauraklein
For example, you probably think you’re supposed to talk to users.
Wednesday, December 5, 2012
Sometimes You Suck At Validating Your Ideas
@lauraklein
Wednesday, December 5, 2012
You Sell Your Idea
@lauraklein
You should: Allow the user to tell you what she thinks the product does and what it could do for her.
Wednesday, December 5, 2012
You Lead The User
@lauraklein
You should: Let the user lead.
Bad: Aren’t dogs the best?Good: How do you feel about dogs?
Wednesday, December 5, 2012
You Make A Lot Of Assumptions
@lauraklein
You should: Ask a lot of questions.
Bad: You love walking your dog.Good: How do you feel about walking your dog?Even Better: What was it like the last time you
walked your dog?
Wednesday, December 5, 2012
You Make The User Imagine
@lauraklein
You should: Give the user something to react to
Bad: How would you feel about a product that blah blah blah?
Good: Take a look at this picture/prototype/product and tell me what you think
Wednesday, December 5, 2012
Sometimes You Suck At Getting Feedback On Your Product Or
Prototype
@lauraklein
Wednesday, December 5, 2012
You Give A Guided Tour
@lauraklein
You should: Let the User explore!
Bad: Let me show you how this works.Good: Take a few minutes to play with it and tell me
what it does.
Wednesday, December 5, 2012
You Help The User
@lauraklein
You should: Let the user fail.
Bad: No, you click on this button.Good: What do you think you should do?
Wednesday, December 5, 2012
You Sound Kind Of Defensive
@lauraklein
You should: Make sure the user doesn’t feel judged. It’s not her fault your product sucks.
(I think we all know whose fault that is.)
Wednesday, December 5, 2012
You Ask Yes Or No Questions
@lauraklein
You should: Ask open ended questions.
Bad: Do you love my product?Worse: Don’t you love my product?
Good: How do you feel about this product?
Wednesday, December 5, 2012
Sometimes You Just Suck
@lauraklein
Wednesday, December 5, 2012
You Talk To The Wrong People
@lauraklein
You should: Recruit and screen participants to make sure you’re talking to people who will be helpful with
the type of research you’re doing.
Wednesday, December 5, 2012
You Don’t Follow Up
@lauraklein
You should: Understand why your user feels the way she does.
User: This is cool!You: What’s cool about it?
User: [Something incredibly useful and insightful]
Wednesday, December 5, 2012
You Ignore Results You Don’t Like
@lauraklein
You should: Design your test in a way that will force you to believe your results.
Wednesday, December 5, 2012
You Don’t Act On Your Findings
@lauraklein
You should: Implement critical changes before you see the problems over and over again in testing.
Wednesday, December 5, 2012
You Talk Too Much
@lauraklein
You should: Shut the hell up.
Wednesday, December 5, 2012
Questions?You know where to find me...
http://www.usersknow.com
pssst...this will all be in the book! To be published by O’Reilly in early 2013.
Wednesday, December 5, 2012
Exercise!
@lauraklein
•Form Groups of 3
•First person interviews second person for 5-10 minutes
•Third person takes notes on any mistakes & gives a critique
•Switch roles (everyone interviews, is interviewed, and critiques)
•Ask for help if you need it
•Please be nice to each other. This is hard!
Wednesday, December 5, 2012