Effective Customer Interviewing: How to use interviews to discover business value
•
13 gostaram•2,779 visualizações
This document outlines tips and best practices for effective customer interviewing. It discusses the importance of interviewing customers regularly to learn from them and validate assumptions. It provides exercises where participants conduct mock interviews in different roles to learn techniques like asking open-ended questions, observing body language, and using silence. The document emphasizes practicing interview skills and emphasizes that the goal is to learn from customers rather than sell to or quiz them.
Recomendados
Mais conteúdo relacionado
Mais procurados
Mais procurados (20)
Destaque
Destaque (16)
Semelhante a Effective Customer Interviewing: How to use interviews to discover business value
Semelhante a Effective Customer Interviewing: How to use interviews to discover business value (20)
Mais de Adrian Howard
Mais de Adrian Howard (13)
Último
Último (20)
Effective Customer Interviewing: How to use interviews to discover business value
- 1. Adrian Howard (@adrianh) Effective Customer Interviewing #agileotb
- 2. Hello!
- 3. You don’t have to copy the slides http://slideshare.net/adrianh
- 5. Pardon?
- 6. I ♥ feedback
- 8. Swear jar is running…
- 10. “When a meeting, or part thereof, is held under the Chatham House Rule, participants are free to use the information received, but neither the identity nor the affiliation of the speaker(s), nor that of any other participant, may be revealed”
- 11. Who are you?
- 12. Stand up! (no — not that kind of standup)
- 13. A–B–C
- 14. A = Speaker B = Interviewer C = Observer
- 16. Interviewers: Talk with the speaker about their best restaurant experience.
- 17. Interviewers: Do not take notes
- 18. Observers: Watch what happens. Write observations down.
- 19. 🕑 2 minutes
- 20. Reflection
- 21. Tip: Drink
- 22. B = Speaker C = Interviewer A = Observer
- 24. Interviewers: Talk with the speaker about their best vacation experience.
- 25. Interviewers: … and one more thing …
- 26. Interviewers: After the first question – you cannot speak again. Shhhhh!
- 27. Interviewers: Do not take notes
- 28. Observers: Watch what happens. Write observations down.
- 29. 🕑 2 minutes
- 30. Reflection
- 31. http://en.wikipedia.org/wiki/File:Christopher_Macsurak_Fran_Lebowitz.jpg – Fran Lebowitz “The opposite of talking isn't listening The opposite of talking is waiting”
- 32. Tip: Use silence
- 33. Tip: Pay attention to body language
- 34. C = Speaker A = Interviewer B = Observer
- 36. Interviewers: Talk with the speaker about how they decorate & furnish their home.
- 37. Interviewers: … and one more thing …
- 38. Interviewers: After the 1st question you only ask “Can you tell me more about X?”
- 39. Interviewers: (where X is something the speaker has previously mentioned)
- 40. Interviewers: Do not take notes
- 41. Observers: Watch what happens. Write observations down.
- 42. 🕑 4 minutes
- 43. Reflection
- 44. – Arthur Bloch “Every clarification breeds new questions”
- 45. Tip: Reflect back what the speaker said
- 46. … and relax …
- 47. Why do we interview?
- 48. “If I had asked my customers what they wanted they would have said a faster horse”
- 50. http://commons.wikimedia.org/wiki/File:Henry_ford_1919.jpg “If there is any one secret of success, it lies in the ability to get the other person's point of view and see things from that person's angle as well as from your own”
- 51. What is an interview?
- 52. An interview is not a… quiz survey negotiation pitch date conversation
- 54. Learn from your customer
- 56. Who do you interview?
- 59. Tip: Bribes
- 60. Tip: Look for bored people
- 61. Go where your customers are
- 65. Tip: Sales, Marketing & Support
- 66. Use social media
- 68. Recruiters
- 69. How many?
- 70. –Bill Vaughan “We learn something every day, and lots of times it's that what we learned the day before was wrong.”
- 71. Don’t just use interviews for validation
- 76. Tip: Be polite
- 80. Exercise time!
- 81. Today you found a startup!
- 82. Startup A Exploring exciting ways to create a great experience eating out
- 83. Startup B Helping people have the vacation of their dreams
- 84. Startup C Democratising professional interior decoration
- 85. What do you want to find out?
- 86. 🕑 Individually write down topics. One topic per post-it.
- 87. 🕑 Group them as a team. Then label groups.
- 88. Reflection
- 89. A = Speaker B = Interviewer C = Observer
- 90. Interviewers Gather info on your startup. Think about the list of topics.
- 91. Interviewers & Observers Try and note down the things the speaker tells you
- 92. 🕑 5 minutes
- 93. Tip: • Silence & body language • Reflect back • Ask open questions • Do not ask leading & fortuneteller questions
- 94. Reflection
- 98. B = Speaker C = Interviewer A = Observer
- 99. Tip: • Silence & body language • Reflect back • Ask open questions • Do not ask leading & fortuneteller questions • Observations vs Insights
- 100. C = Speaker A = Interviewer B = Observer
- 101. Tip: • Silence & body language • Reflect back • Ask open questions • Do not ask leading & fortuneteller questions • Observations vs Insights
- 102. Analysis & Synthesis
- 107. You should interview your customers regularly
- 108. You should interview your customers regularly
- 109. You should interview your customers regularly
- 110. You should interview your customers regularly
- 111. You should interview your customers regularly
- 112. You should interview your customers regularly
- 113. STALK before you TALK before you SELL before you BUILD
- 115. Do retrospectives
- 118. DO LESS TOGETHER MORE OFTEN to do MORE Adrian Howard (@adrianh) quietstars.com
- 119. Want more? The latest Agile & Lean UX News bit.ly/leanuxnews Adrian Howard (@adrianh) quietstars.com “A treasure chest of recent lean & agile material” — @davidpetersimon “One of our favorite useful newsletters” — @LadiesThatUXNYC “It’s one of the best newsletters out there” — @LadiesThatUXATL “I get it you should too” — @tonytphd “You should subscribe” — @brownpf