Stephanie Lamont - Remote Research for Business Engagement - Transcript

2020 has changed the way most of us will work for years to come and our ability to work remotely has empowered teams to be more connected than ever before. In this presentation, Stephanie will show you how remote technology can assist in immersing the wider business in customer research. She will talk about how remote research has engaged wider business teams and what this means for the digital experience, the team and most importantly the customer. She will also share her top tips to ensure successful engagement through remote capabilities.

Transcript

1. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a a D R a c Da 2 T da , 18 Ma c 2021 Ca i ned b : Hila Cadd
2. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 17 STEVE BATY: Yeah, I can imagine he e ld be all f benefi c n in ing d i ha a in he f e n ha ' e g a g d handle n i . Tha ' g ea . ALEX CROOK: Ab l el . STEVE BATY: Tha ' nde f l. Thank e m ch. Tha ' been eall e in e e ing. ALEX CROOK: G ea . Thank , m lea e. STEVE BATY: O ne e en a i n c me f m S e hanie, ne f he challenge and ne f he hing ha e l e ee hen e' e c nd c ing e ea ch, e l e ge akeh lde in l ed. We l e ge he e le a ching ha e' e d ing, i ' n al a ea and i ' e en ha de me ime hen e' e all ing em e echn l g . S hi S e h, h a e ? STEPHANIE LAMONT: G d. STEVE BATY: I'll hand e . STEPHANIE LAMONT: I'll j ha e me c een. J bea i h me e e ne. Can e e b d ee ha ? STEVE BATY: Tha i king. Thank . STEPHANIE LAMONT: Thank . S ab ha i e e ne eeing
3. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 18 ha em e, I g e . A e me. Thank all f aking he ime hi m ning. I am aking h gh em e e ea ch f b ine engagemen . The n mbe ne hing ha ha made cce f l b fa i he b e i e c m l i e f c n he c me . The h i f en f h e f h k f he c me , he eali f c me cen ici i j n he b d, he ad ma can h f a d i h im lemen ing hei fea e . S e, e e ne ha g d in en ab he c me b ha m men ha he eam and akeh lde a e engaged and ad ca ing f he c me , he hich e' e all king a d bec me m ch m e iche . S I'd like ake n a j ne f akeh lde cen ici f c me cen ici , hich ld ha e been a m ch be e e en a i n in hind igh b he e e. M name i S e hanie Lam n and im l I like e le. I like alking hem, nde anding hem and l ing hei blem . D I me ime feel ha e ea ch i a di d? Ma be like 50 e cen f m eek b ha ' ka and ha ' a f an he ime. I k in he ind f nde anding e le f ab 10 ea b h a a clien and he ne deli e ing ha k. In ha ime can a I' e c me ac m fai f akeh lde . Na iga ing akeh lde can be c m le . Y kn ha , I kn ha . Thei need ha he nde and i all ni e f he indi id al. F me n he ad e engagemen changed in Ma 2019 and a lidified Ma 2020. I j ined a la ge eam a B a f ab 150 e le h didn' ha e he c me ea il acce ible hem. S e, i a a UX eam figh ing he g d figh b li le a ge ing e l ed and di c e ed i h he c me . Wi h ha in mind m di ec aid me, j b i m e han j deli e ing in igh and blem l ing. Y j b i ge he e 150 membe f he digi al eam, ee , de el e , jec
4. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 19 manage , QA e e , jec manage and de ign l all hei akeh lde in l ed in all hing c me . N a big a k. I h gh h ha d c ld i be and I'd like ake h gh m fi lea ning hich a engagemen . Thi i he e I a ed. I h gh I'll i e a eall lick e . Ye , hi i im an , b ha I didn' eali e a he ime a ha n e e ne i g ing ead i . And I kn e a e ea che can ea il fall in he a f i ing l ng de ailed e , I d i all he ime, I eall enj i and he d e en a e f h e di ec l im ac ed b he finding b he h i he akeh lde a e nlikel ge a he ke finding age. Tha ' ka b i i a bi like h can I ge e le m e in l ed in he e ea ch. I a ending he e . Again, hi i an he im an e in making he e ea ch a ailable e e b d , he fa e a i h gh email lining ha did, ha f nd. I al can me ime mean e le ha e n idea h a e and ha ' e d ing b ilding c n e i im an a ell. The final ne i h a b n bag, a b n bag i a g ea a ha e he e ea ch i h ee , c me al ng, b ing l nch, ha e a cha and del e in hing ldn' d a a clien e en a i n. S i ' a g d a n ack he e ea ch e en m e i h he e le and ge kn ee a ell. I h gh i h he e h ee e h am I g ing fail. I a i e nai e a he ime, and ha ' h I ld like in d ce m ec nd e. Which i : (READS) N , hile h e h ee in I j ke ab a e im an , I g e in de make hem eall effec i e I'm g ing h me echni e n h I e em e l eall made hem h ld e and
5. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 20 bec me m e effec i e. Thi i he e I'd like in d ce em e e ea ch f engagemen . Thi i he m men he e hing a ed change f me and hing a ed click ha li le bi m e. I'm a big fan f em e e ea ch l , ing hem in e n, em el and back hen I e al f ge g a hical e e en a i n, i a c effec i e. We all kn can e hem an he e a an ime and he ' e a l m e c effec i e han d ing hing in e n. F da ' e en a i n, ha ' eall g ea ab hem, he ' e a eall g ea l be able ge akeh lde in l ed in ha ' e d ing. A l f l d he ame hing , i ' j he mall n ance ha make hem diffe en , imal k h , e m, e abili h b. If ' e g me ha e, lea e hi me n Slack. I'm al a l king e diffe en l . F he e f da ' e en a i n, he ne I'm g ing alk ab , and n , I'm n n ed. I l k back, and he l I e in he i al m men hen e akeh lde engagemen a ed ake ff. I ' a ali a i e l b can c nd c e ea ch in e n, em el and nm de a ed. I all ee hei c een and face and all akeh lde j in i h being n ne he i e . Effec i el ha l ked ack i a digi al gla mi Y can ee n he c een he Ne fli and UX A alia c een. Thi ld be ha he c me ee , can ee hei face ne i , and ' e able ake n e ha a e li e ime am ed. Y can g back la e and flick he m men ha need find if he e a an im an e e e l king f . Wha i al d e i f he akeh lde he b e ing a ching he ha e hei n cha a ell. Y can j c me back and ead i la e , can ee a ha m men in he e i n eall ca e a ike in cha e , and can ee ha hing migh be a in f in e e c n en i n in he b ine . S i ' a eall g ea a ge n f hinking ab he e ea ch e i n
6. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 21 N , he g ea hing ab em e e ea ch i i all he a ici an j in f m an he e an ime in a l ca i n ha ' c mf able f hem. Tha ' he benefi f i . Tha ' h e d i . I made me hink, h h ldn' i be he ame f akeh lde . I h ld be he ame f akeh lde , eah, he ' e b , he ' e e le, he ' e like , he ' e like c me . Wi h ha I'd like alk ab m e f cce . S a med i h m l k back l I a ed making i kn n h m ch e ea ch I a d ing and I e eg la e ea ch e i n . F me a he ime i a bi-m n hl ha I a d ing m e ea ch and ha a beca e I eall an ed ge he digi al eam eall ac h m ch e ea ch e e e d ing and i a ha ening all he ime. S he c ld be in l ed hene e he an ed . J eall b ilding a bi f e ci emen a nd ha The ec nd hing I did a I f nd in i ing akeh lde e i n . I did hi h gh e nali ed in i a i n . The akeh lde c ld feel a bi m e elc med in. A he a i a ime c n ming n il I f nd me em la e . I h ld al cla if ha I mean b e nali ed i I en a e nali ed a c h f ma ke ing, he benefi f deli e eam , he deli e eam ha he migh be b ilding hi a he end f he e ea ch and he de ign ce , ha e f hing. Thi fel m e e cl i e akeh lde , like he e e a elec cke . S i a a eall effec i e a b ing hem in. And he hing I in he email e e eall im le. I a eall I j in d ced he die , I lined he bjec i e and he e, he ele ance he g , he n mbe f e i n , he ime he e i n e e nning and m im an l , and he ne ha a eall i al a I ga e hem a le, ell, I in i ed hem ake a le. I a ked akeh lde if he ' e like be ac i el in l ed in he e i n b aking a le, c ld be in l ed in n e aking, b e ing, c -m de a ing m de a ing, all f hich he c ld k
7. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 22 hei a , a a an b e e , hen n e aking, hel b ild hei kill al ng he a I f nd b c ea ing le and I d e hi e m i e l el a he e a a eam f e ea che hel facili a e he e i n and d he n e aking b I f nd a eall h ge inc ea e in akeh lde engagemen , e en he in he e I ld end an email and I ld ge akeh lde emailing back a king if he c ld in i e he he eam. Once he e nded he e i n, he ld hen ecei e an he e nali ed email hich a an he em la e ba icall in c ing hem n ha d ne and h in l ed in he ec i n. If he ' e b e ing, hing be c n ci f, if n e aking h d effec i el Finall , I in i ed hem in. Once he e ea ch a c m le ed, I ened he e i n akeh lde j in, again em el , he l ha e in gene al, he d n' ha e c me b i a an i nal hing. I c ld hea ha he hea d and he c ld hea ha I hea d. Tha f m e in l ed and again i i an he e in l e hem in he ce L king a he c een n I'd like h a fe em la e ha I had d ced. Y can ee f m he ne ha he e' a da e and a ime. Whe e he black highligh i i ha he d migh be, h l ng i ' g ing n f , he l I'm ing, if he ' e in e e ed in a ici a ing, ha he le a e, a li le bi ab he le , he ime, and if he ha e an e i n , lea e each . And he ne behind i i if he had ed in, h he e i n ld be nning, he e i n he need e , and hen me i be cce f l in a ici a ing in he e ea ch S g ing back he fi lea ning a nd engagemen , I'd like n alk ab h he e hing became m ch m e effec i e in
8. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 23 he e ea ch. S I ill i e a eall lick e a he end, b nce he e a c m le ed h e in l ed a e m e likel ead i , ec mmend i an he c lleag e end i n a eam he h gh migh need i , and eam ne, I didn' kn e i ed, i a j a eall g ea a c nnec all he d in he b ine and f en e can find he e a e eam king in il , hi a a eall g ea a decking a l m e d a l m e icke The ec nd ne a ending he e . Again ill ending h e blanke email b hi ime incl ding hank he akeh lde in l ed in he e i n and a ing hem hank f c ming al ng and ge ing hem e l , n ge ing hem e l , he ld e l and ha ld al hel n h e blanke email in email chain , hich i a g ea hing. Pe le ld ee hei b e c me al ng he e i n, ha I b ' b and i ld gi e hem e mi i n j in he e i n he ne ime. Which a a g ea hing Finall , he b n bag e i n , he e e e ede igned and e e e en a i n a ell, e eciall f m he k f m h me en i nmen . Simila l he e ea ch e i n he e e e i h le and e, c me i h hem, f al he la nd , hile ' e g ing f a alk. S me ne a in l ed in he e en a i n, le ing hem kn ha he e e d ing and ha he e e g ing be e en ing and if he e en' he c ld g and d me hing ha ld hel hei da a li le bi m e, all hile li ening. Wha e f nd a ha aking e le a a f m hei c m e , he e en' di ac ed b email and e and d ing hing in he backg nd hile he mee ing i ha ening, hich I kn e' e all g il f. S he ' e a king f de ailed e i n , eall c nnec ing i h ha ' e a ing. I a a eall e f l a ge e le m e engaged in he e ea ch. I'd like eca n m i f ing em e e ea ch a a l
9. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 24 f b ine akeh lde engagemen . The fi ne i be l d ab e ea ch. Talk ab i , email ab i . B ild e cl i i , e ci emen and ni . In i e akeh lde e ea ch e i n . Pe nali e in i a i n . Tell hem ha he 'll ge b c ming al ng. D n' e cl de an b d beca e hink i migh n be ele an hem. In l e akeh lde i h le . Gi e hem he le f he b e e , he n e ake , he m d a i , ha e e i migh be. I ' a i ilege be able alk he c me . Make ha kn n, gi e akeh lde a ing le. Ge e e b d in l ed. Le hem ha e hei ice hea d. Le hem hea h hea d i . Call n akeh lde f ad cac , a k hem f feedback h ' e d ing. Finall la back i h e. Pa i e and ac i e le and 'll find ha i engage he e le hile he ' e a ici a ing in e en a i n We' e in he b ine f all e le, ha nde anding b ine e le e can ge hem ad ca ing m e f c me and e can eall am lif hi i h em e e ea ch l . S lea e I'd l e if i and h i k f . Thank f a ching STEVE BATY: Thank . STEPHANIE LAMONT: N ie . STEVE BATY: Tha a acked i h g d idea . I l e j ha im le hing f hanking akeh lde f ge ing in l ed and f h ing i , i ' ne f he malle hing in he e in e m f ha e e ad ca ing f and e i ' ch an ea hing f ge hen e' e in he mid f k and e' e g m e n he ne ec i n and he ne e i n and he anal i and he e . I ' e ea f ge j ha im le e f hank . Thank f la ing ha le. Thank
10. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 25 f being in l ed. STEPHANIE LAMONT: I ab l el i . We' e all b , an be ackn ledged f ime, he i e migh n d i again. S eah, i ' ne f h e li le hing . STEVE BATY: I l e ha gi ing hem a c e f he e' a im le le, j c me and b e e, he e' a m e diffic l le, c me and ake n e and hel ing hem b ild an e e i e e ime a he han ka , c me in and a k e i n . N . N . N . Which can be i e in imida ing. STEPHANIE LAMONT: Ab l el . I feel like hen e le e e ge ing a le he fel m e engaged. I'm he e hel , le me h ha I hea d. I ac all b ild a l f e ci emen , e eciall f m eni akeh lde le el , he ' e al a ad ca ing f c me b n il he ' e in he e a ici a ing and able g back and ha e ha he hea d fi hand h he e e in l ed fi hand, i ' m e e f l. I a in hi e i n, and hi e n a a ing hi . I ' like ha ' he nl hing he hea and he m e f a d i h i . The e' m e. I a eall g d. STEVE BATY: I al imagine i c me ac i h he alk a a i h a g ea e a ecia i n f he eff ha g e in e ea ch, b h he e a a i n, he fl f i , being able li en acc a el f an e ended e i d f ime, kn ing hen i li en and hen be f he . All f h e kill hi he ld feel a k a d i h alking in a e i n f he fi ime, b e ing a e i n. STEPHANIE LAMONT: Ab l el . I gi e e ea ch m e c edibili f
11. N e ha hi i a edi ed a c i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 26 ha i i , j alking e le, nning a fe e . When ' e ac all he e, ka , he e' i e a l m e in l ed be able ha e a c n e a i n, li en, in e e and ake i a a . STEVE BATY: Ye . STEPHANIE LAMONT: Yeah, i ' ne f h e hing , I hink. STEVE BATY: Thank e m ch. STEPHANIE LAMONT: Thank f ha ing me. STEVE BATY: O lea e. O ne e en e a e Alana and Se ena, he 'll be j ining m men a il . Thi e en a i n - hell . Thi ne e en a i n ill l k a h e c nd c e ea ch i h h ical e d ing a e i d f a andemic and all f he i e a cia ed i h ha . Alana, hank f j ining, Se ena, he e a e, hell . I ill hand e . Thank b h f j ining . ALANA WADE: Thank e m ch f ha ing . SERENA LAI: Thank . S I'm j g ing ha e c een. STEVE BATY: W nde f l. SERENA LAI: J an ee if I can ha in lide Sh m de. The e e g . ALANA WADE: Hi e e ne, elc me e en a i n, gl e in he