Download - What Customers Want
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What Customers WantHow to turn insights about your customers into products they love
Kent Rahman | Product Design and Strategy
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Customers want to achieve their goals
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Products and services are the interface between a customer and their goals
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They facilitate a customer’s ability to achieve their goals
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Great products are both useful and usable
helping to do or achieve something
The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency and satisfaction in a specified context of use.
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If I had an hour to solve a problem I’d spend 55 minutes thinking about solutions and 5 minutes thinking about the problem...
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If I had an hour to solve a problem I’d spend 55 minutes thinking about the problem and 5 minutes thinking about solutions
- Einstein
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Usability
Use
fuln
ess
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1
Identify the problem
Collect information
Form a hypothesis
Experiment
Analyze the data
Draw a conclusion 2
3
4
5
6
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1
Identify the problem
Collect information
Experiment
Analyze the data
Draw a conclusion 2
3
4
5
6
Form a hypothesis
BUILD
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1
Identify the problem
Collect information
Experiment
Analyze the data
Draw a conclusion 2
3
4
5
6
Form a hypothesis
MEASURE
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1
Identify the problem
Collect information
Experiment
Analyze the data
Draw a conclusion 2
3
4
5
6
Form a hypothesis
LEARN
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Who are our customers?What problems are they trying to solve?What factors influence their behavior?
How might we help our customers solve their problems?
Can our customers solve their problems
effectively?
EXPLORING A PROBLEM
VALIDATING SOLUTIONS
USABILITY
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Ex - Large financial institution - lots of tools - all the feedback was that their sales people hated the tools, it was difficult to use, etc. Their users (Sales) gave them feedback by recommending improvements within the context of existing solutions. Improvements to existing systems still did little to increase adoption. So what to do?
The challenge
● Large Wall Street firm
● Sales team frustrated with software
● Antagonistic relationship with Marketing
● Internal attempts to improve technology were going nowhere
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Ex - Large financial institution - lots of tools - all the feedback was that their sales people hated the tools, it was difficult to use, etc. Their users (Sales) gave them feedback by recommending improvements within the context of existing solutions. Improvements to existing systems still did little to increase adoption. So what to do?
What we did
● Small cross functional team
● 5 prototypes in 6 weeks
● Re-imagined the way their Sales teams use technology
● Radically changed the way Marketing thinks about internal product development
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1
Identify the problem
Collect information
Experiment
Analyze the data
Draw a conclusion 2
3
4
5
6
Form a hypothesis
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Who are our customers?What problems are they trying to solve?What factors influence their behavior?
How might we help our customers solve their problems?
Can our customers solve their problems
effectively?
EXPLORING A PROBLEM
VALIDATING SOLUTIONS
USABILITY
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Tactics• Ethnography• Ride-alongs• Diary studies• Interviews• Market research• Demographic research
Outcomes• Opportunities• Patterns of behavior• Goals• Motivations• Frustrations• Process maps
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Goal #1 - Ensure the team has all the necessary information regarding this client
Weeks before a meeting
Create and curate a detailed, comprehensive view of the Client and the information needed for the meeting with that client.
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Goal # 2 - Ensure that all the client information is accurate and up to date before client meeting
Days before a meeting
Do an in-depth review of a Client the day before before a meeting.
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Goal #3 - Ensure key information is top of mind during the client meeting
Minutes before a meeting
Quickly refresh Sales person’s memory by reviewing critical details about the Client they are about to meet.
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System 1 System 2 System 3
Preparing for a client meeting
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Opportunity #1Time consuming and difficult to see the full client context
Opportunity #2Information on funds is out of date, stored in various
sources
Opportunity #3Information requirements are time and context sensitive
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Opportunities
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1
Identify the problem
Collect information
Experiment
Analyze the data
Draw a conclusion 2
3
4
5
6
Form a hypothesis
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Who are our customers?What problems are they trying to solve?What factors influence their behavior?
How might we help our customers solve their problems?
Can our customers solve their problems
effectively?
EXPLORING A PROBLEM
VALIDATING SOLUTIONS
USABILITY
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Tactics• Hypothesis generation• Lo-fi prototyping• Iterative experimentation• Collaborative sketching
Outcomes● Validated value
propositions
● Hi - fi prototypes
● User stories (sometimes)
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Hypothesis We believe that by providing a holistic, context specific client view, the sales team will be better able to prepare and conduct client meetings. We will know this is true when we see an increase in usage of these tools by the sales team.
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Opportunities Hypotheses
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Who are our customers?What problems are they trying to solve?What factors influence their behavior?
How might we help our customers solve their problems?
Can our customers solve their problems
effectively?
EXPLORING A PROBLEM
VALIDATING SOLUTIONS
USABILITY
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Tactics• Hi-fi prototyping• A/B testing
Outcomes● User stories
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Ex - Large financial institution - lots of tools - all the feedback was that their sales people hated the tools, it was difficult to use, etc. Their users (Sales) gave them feedback by recommending improvements within the context of existing solutions. Improvements to existing systems still did little to increase adoption. So what to do?
“This is definitely helpful. . . . Succinct and tight.”
“This is cool – I’ve never seen anything like this.”
“You really helped us think outside the box”
“Your team brought a totally unique perspective”
“This is exactly what I need - you guys are way ahead of me”
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Opportunities Hypotheses Stories
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You can take it from here :)
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