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Starting and Scaling Customer Discovery at Your Organization

Megan Grocki
January 11, 2018

Starting and Scaling Customer Discovery at Your Organization

Megan Grocki

January 11, 2018

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  1. Starting  and  Scaling   Customer  Discovery   at  Your  Organization

    D e c e m b e r   1 5 ,   2 0 1 6 M e g a n   G r o c k i
  2. Customer  Insights  at  Nasdaq 2 Brief  History • Pre-­‐Product  Design

     team  (2011) • Nasdaq  product  managers  would  ask  customers  what  they  wanted,  what  features   would  be  useful • Little  exploratory  or  discovery  phases:  very  tactical • Little  or  no  usability  testing  of  products  prior  to  releasing  to  market  (or  after) • Little  or  no  sharing  of  findings  outside  of  individual  teams  
  3. Customer  Insights  at  Nasdaq 3 2011 • Introduce  designers  to

     listen  first  hand  to  customers  describe  their  problems,  diagnose  solutions  via   prototyping,  then  revisit  those  ideas  with  clients • Cross-­‐teams  of  designers  interviewed  clients,  and  results  were  shared  to  business  leads  and   executives    (via  audio  clips,  video  shorts,  transcripts) • Partnered  with  sales,  service,  and  support  to  create  a  relationship  across  teams 2014  -­‐ Present • Scaled  well  but  needed  specialization  as  demand,  complexity,  scope  increased • Now  executives  expect  research  and  make  critical  business  decisions  based  on  findings
  4. It’s  not  IF  you  should  talk  to  customers,  but  WHEN

     and  HOW 4 Talking  to  Humans,  Giff Constable  &  Tom  Fishburne
  5. Establishing  (and  agreeing  on)  research  goals 5

  6. Research  goals 6 Use  customer  interviews  to  get  answers  to

     specific  questions  that  are  tied  to   business  objectives*.   Before  conducting  the  interviews,  gain  consensus  on  these  topics: • What  is  this  project  trying  to  accomplish?   • What  are  we  trying  to  understand?   • How  will  this  new  knowledge  help  our  team  and  stakeholders  make  meaningful  changes  to  the   business  or  product?  
  7. Research  goals 7 Broad  goals  are  less  useful: For  example.

     “understand  the  user’s  workflow” Specific  goals  are  easier  to  measure: Understand  how   investor  relations   teams  are  structured Learn  about  why,  when,  and  how   IR  teams  work  with  PR  teams Identify  pain  points  in   their  typical  workflow
  8. Choose  a  research  method  based  on  goals   8 Surveys

    • When  we  need  a  large  sample  size  for  hypotheses  validation • Use  responses  to  focus  subsequent  interview  guides • Relatively  simple  questions  (multiple  choice,  yes/no,  rate  importance,  sentiment)
  9. Choose  a  research  method  based  on  goals   9 Semi-­‐structured

     interviews • Go  into  interviews  with  hypoteheses,  this  is  the  opportunity  to  dig  further • Don’t  always  get  the  answers  to  questions,  just  by  asking  point-­‐blank • We  use  a  broad  series  of  open-­‐ended  questions  including: • Describe  their  workflow,  sequence  of  events,  “what  do  you  do  next?”  or  “ok,  and  then  what?” • Ask  probing  “why”  questions  to  give  them  the  opportunity  expand,  “tell  me  a  little  more  about   that”  or  “why  do  you  think  that  is?”  
  10. Choose  a  research  method  based  on  goals   10 Usability

     Testing • Not  testing  the  user,  testing  the  concept • Specific  scenarios  and  tasks  we  hope  they  can  complete • Listen  for  any  confusion  or  excitement  that  they  express  along  the  way  (unprompted) • Make  every  effort  not  to  give  them  answers  to  their  questions,  but  rather  turn  their  questions  back  to   them  “is  that  important  to  you?”  or  “what  would  you  expect  to  see  if  you  clicked  that?”
  11. Identify  your  audience(s) 11 Who  do  you  want  to  learn

     from? • Existing  Customers • Prospective  Customers • Investors • Stakeholders Ensure  a  representative  sample • Geographic  location • Industry • Company  size • Roles/responsibilities • Experience  level • Technology  needs/devices   • Buyer  types  (B2B)
  12. Recruiting 12 “Everyone  wants  to  feel  connected.  When  people  

    know  that  they’re  actually  helping  to  grow  a  product,   that  we  want  their  personal  experience  to  be  as  great   as  possible,  it  gets  them  really  excited.” —Dan  Levine,  CTO  of  StyleSeat
  13. 13 • Go  beyond  “Friends  and  Family”  but  use  those

     contacts  to  find   people  outside  of  your  circle • Keep  the  request  professional  and  the  commitment  small • “Fish  where  the  fish  are” • Maintain  relationships  with  participants  over  time Recruiting
  14. Have  a  plan 14 Project  Approach We  will  conduct  [METHOD]

     with  [AUDIENCE], with  a  particular  focus  on  [FOCUS  AREA]. Our  findings  will   inform  and  influence  [ARTIFACTS]  and  design  decisions  for  [TEAM/COMPANY]  efforts. Research  Goals • Understand  ___________________. • Uncover  opportunities  for  _________________________. • Determine  how  [TOOLS/PRODUCTS/FEATURES]  are  used  by  [AUDIENCE]. • Understand  the  potential  interest  in  and  value  of  [CONCEPT/IDEA].
  15. The  plan  (continued) 15 Audience(s) • We  will  gather  feedback

     from  the  following: o Customers  in  the  Americas  [TARGET  %] o Customers  in  Europe/Middle  East/Africa  [TARGET  %] o Customers  in  Asia-­‐Pacific  [TARGET  %] o Prospects  in  any  geographic  location  [TARGET  %] Project  Logistics • Scheduling  participants  [NAME(S)] • Facilitating  research  sessions  [NAME(S)] • Observation  [NAME(S)]   • Note  taking [NAME(S)]   • Findings  report  [NAME(S)]  
  16. Stay  (or  get)  organized 16 Research  Topic  _______________ Organization  ________________

    Participant  Name(s)  ____________ Approved  by  Account  Team  Member(s) Meeting  scheduled  in  Outlook,  inviting  all  relevant   internal  participants Meeting  added  to  common  calendar Meeting  entered  in  CRM Interview  conducted  on  _________________ Interview  recorded    Y  /  N Thank  you  email  sent  to  customer  participant(s) Brief  notes  entered  in  CRM,  summarizing  highlights Recording  file  sent  to  transcription  service Recording  uploaded  to  research  asset  repository Interview  summary  complete,  including  one  quote Transcript  received Master  Research  file  updated  to  reflect  completion  of   interview Customer  Research  Checklist
  17. Acknowledge  and  Minimize  Your  Biases 17 Talking  to  Humans,  Giff

    Constable  &  Tom  Fishburne
  18. Best  practices  for  anyone  doing  research 18 • Start  small

     and  generalize  research:  everyone is  a  researcher • Reach  consensus  on  goals • Determine  the  right  methodology  for  the  goals • Find  the  right  people  to  interview • Have  a  plan,  and  keep  everything • Neutralize  your  biases • Ask  open-­‐ended  questions • Shut  up  and  listen! • Use  research  to  build  bridges  across  teams  or  different  disciplines  (even  small  startups!) • Treat  research  as  a  practice  and  a  skill  that  can  be  improved • Record,  transcribe,  summarize  individual  interviews  and  then  identify  patterns  in  reports
  19. Customer  Insights  Findings 19 • Influence  product  design  decisions  

    • Help  keep  product  management  priorities  in  check • Inspire  marketing  messaging   • Identify  potential  reference  customers  or  notable  quotables • Clarify  market  segmentation   • Pinpoint  new  markets
  20. Scaling  the  research  effort  across  the  organization 20 Find  people

     who  WANT to  talk  to  customers,  and   empower  them   EVERYONE  should  be  required  to  participate  in   talking  to  real  people
  21. 21 Scaling  the  research  effort  across  the  organization Coach  novices,

     offer  critique  and  praise   improvement Offer  concrete  best  practices  and  examples  for   non-­‐researchers  to  use
  22. 22 Mosaiq -­‐ http://nasdaqdesign.com/mosaiq

  23. 23 Books  I  Keep  on  My  Desk

  24. None
  25. Thank  You! Megan  Grocki Director  of  Customer  Insights [email protected] 646-­‐207-­‐7726