The Customer-Driven Playbook: Converting Customer Feedback into Successful Products by Travis Lowdermilk & Jessica Rich

Author:Travis Lowdermilk & Jessica Rich [Lowdermilk, Travis]
Language: eng
Format: azw3
Tags: BUSINESS & ECONOMICS / Development / Business Development
ISBN: 9781491981214
Publisher: O'Reilly Media
Published: 2017-06-20T04:00:00+00:00

The team identified other criteria that could be used to determine the design’s success.

We will know customers are successful when we see that they can:

Understand who is coming to the party

Understand what dish each guest is bringing

Understand when another guest updates their dish

Update the dish they plan to bring

Remove the dish they are planning to bring

Add a completely new dish to the list and assign themselves to it

Decline the invitation and remove themselves from the party

Armed with these hypotheses, the team was ready to create a Discussion Guide that would walk customers through a sequential set of tasks, highlighting each experience they had formulated a hypothesis about. The Guide also included questions in the beginning to set context, and at the end to evaluate the entire experience.

Using the Discussion Guide, the design team could string together a series of mockups that simulated the experience. They organized them all into a deck, using a prototyping software.

Using the hypotheses, Discussion Guide, and prototype, Susan could walk customers through an organized usability study.

“I would like you to begin by creating a potluck and inviting Bob, Mary, and Joe to the party.”

“We now want you to update the dish you’re bringing. We’d like you to change it from tacos to pizza.”

“Imagine you wanted to add dessert as an option for someone to bring to the party. Show me how you would do that.”

“Tell me what you’re seeing on the screen here.”

“What do you think this notification is telling you?”

“You seem confused. Can you tell me what you’re struggling with?”

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