The spectrum of our customer bases reflects the unique makeup of our different generations, backgrounds, identities, and much more. We need to learn more about them. In this session, Vivek will discuss his insider secrets on how to build personalized experiences for different customers.
10. The Secret ? THE "EEFP" PROCESS
Empathize
Experiment
Fail
Personalize
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11. Empathize
Talk to different types of
customers
Put yourself in their shoes
Ask about their concerns and
why they have them
Train your brain to role-play
Compromise (it's not the end
of the world)
12. We had our advisors spend
time with PMs and draw
problems and learn product
constraints.
We had PMs sit in on sales
meetings and learn the art
of sales.
#my-empathy-fail
13. Helping founder create a
cancer app.
My assumption was to build
an app that provides
recommendations to
content, resources, medical
needs, etc. - I was wrong!
#another-empathy-fail
14. Some Tips
GET BETTER AT EMPATHIZING WITH CUSTOMERS
SHADOW SESSIONS (MAKE IT DIVERSE)!
TALK TO MOCK USERS (NOT JUST YOUR CUSTOMERS)
ASK OPEN ENDED QUESTIONS - SPARK EMOTION
WALK THROUGH YOUR EXPERIENCE AS THEM
15. Experiment
Try different versions of your
experience
Analyze how customers
react
Try to take the best of
different experiences
Run different tests
16. Women in product is under-
represented.
Providing them education
seems like a no-brainer.
But many questions came
up?
#my-experimentation-
fail
17. Providing real-time insights
on your finances is the
name of game.
What if we used predictive
to start sending
recommendations?
#my-ai-experimentation-
fail
18. Some Tips
GET BETTER AT EXPERIMENTING
DON'T ASSUME ANYTHING (THINK OUTSIDE THE BOX)
USE A MIX OF EXPIRMENTAL TOOLS & STRATEGY
UNDERSTAND WHY AN EXPERIMENT FAILED
USE YOUR OWN STUFF! (AND ASK YOUR FRIENDS
TO)
19. Failure
It's okay to get something
wrong but what did you
learn from it
Understanding why
something failed
Dealing with failure
Motivate the team during
failure
20. We showed how
customers wanted to
pay.
Highlighted security
concerns.
Then offered added
features.
#admit-and-shift
21. Some Tips
GET BETTER AT DEALING WITH FAILURE
SET A STANDARD THAT WE SEEK TO FAIL!
HAVE RETRO SESSIONS (NOT BLAME SESSIONS)
ITERATE QUICKLY!
MOTIVATE THE TEAM
22. Personalize
Compromise is key
Create experiences that
work for most of your
customers
Try to add features that help
instead of big massive
changes
Make customers feel special
23. Provided options for
pie charts and bar
charts and gave user
the options.
#my-personalization-fail
24. Some Tips
GET BETTER AT PERSONALIZING
ASK FEEDBACK ON NEGATIVE (NOT JUST POSTIVE)!
ADD ITERATIONS THAT HELP A WHOLE NEW GROUP
ADD SMALL CELEBRATIONS, DESIGN, & ELEMENTS
MAKE THEM FEEL LIKE A HERO (OF GIVE THEM A
NUDGE)
25. Don't get married to
your product!
Keep perspective and
find a calm soul.
All customers matter.
Some Habits I Adopted
OBSERVE AND PRACTICE THESE FOR YOURSELF
26. Meet with folks you rarely
engage with and ask for
real feedback and ways to
improve.
TWO COFFEE CHATS
A DAY!
Get out sticky-notes and
use them for your next few
meetings to brainstorm
ideas.
HAVE WORKSHOPS.
Find time to watch people
work. Shadow them step
by step and learn what
works and doesn't work.
BALANCE DATA AND
SHADOW SESSIONS
Useful Everyday Tips
TO TRY ON THE JOB
27. How do we become
more effective
products in our career?
FOCUS ON THE SKILLS WE REALLY NEED
TO SUCCEED
28. HOW I CAN
HELP?
CAREER ADVANCEMENT IS NOT EASY
(IT'S ACTUALLY REALLY HARD).
Coach, Mentor, or Advisor
Talks or Speaking
Interactive Workshops
Writing & Blogs
Networking
Listening..
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