Understanding user needs

1. Find out who your users are

2. Get to know your users

3. Make user informed decisions

“ What can we do to make this person’s life better, easier or more

comfortable? ”source: Volvo XC60 brochure 2015

Your

UsersYour

Goals

you’ve got to work in here

sometimes its about getting out of a users way - not putting things in front of them you think they

need to see

Who are your users?

~ what are their needs?

- Inspectlet - www.inspectlet.com screen capture of real users on your site - from free to $300 p/m

- Intercom - www.intercom.io communications tool - automate / simulate you - various triggers to action - free to $57 (current offer)

- User research - actually taking to users - interviews, studies, user testing etc

lets look at email

lets look at email

1000 10%Mondays are a housekeeping day for most people - subconsciously if not intentional.

People get into work, sort stuff out, shuffle some papers, have a cuppa and a gossip -

its a catchup day, you tie up Friday and get ready for the rest of the week.

Tuesday however - thats a new day! - its business time!

Get to know your users

emotional

physical

technical

Get to know your users

The more you get to know your users, the more you understand them = the more they trust your brand, your product, your site, your company.

Understanding your users brings better products, better service, and a more successful digital

strategy.

Making user-informed decisions

source: intercom.io

source: intercom.io

Learn from your users, and make decisions that are informed by

their input

So what have we looked at?

1. Find out who your users are

2. Get to know your users

3. Make user informed decisions

"Understanding user needs enables better service design which results in greater

digital take up, higher compliance, more effective policy outcomes, fewer user

errors and inaccuracies, reduced failure demand and, overall, makes your service

better value and cheaper to run."

- Leisa Reichelt .gov.uk

Thanks!