Closing the Feedback Loop With a Little Help From Your Friends
Integrating customer feedback into an agile process is a challenge. Iterations are short, and finding time for research, design & development means making sacrifices. In this session we’ll talk about finding organizational allies who can become collaborators in customer feedback tasks, getting effective & timely results, & potential pitfalls. Enlisting your organization in these efforts builds a customer-centric culture and provides the team with critical input. Examples will be drawn from our experience at Viget Labs re-designing the international web presence of a global hotel chain.
- 10 minutes: How well did this work for us?
- 70 minutes: Planning, training, recruiting & getting good results
- 10 minutes: Discussion
Planning: Learn how to identify areas of their organization who can become “collaborators” in user research and customer feedback tasks.
- What do you need to know? Who else wants to know?
- Who already has customer interactions?
Training: We’ll ask a surprisingly hard question to answer — If you’ve got only one day to teach staff how to get useful customer input, how would you do it?
- Identifying the right questions to be asking
- How to share your own experiences
Recruiting: How do you make sure you’re talking to the right customers?
- How can you speed up recruiting by working together?
Results: What kind of results can you expect, and how can optimize the quality of the results you’re going to get?
- Practical considerations like practice sessions and tools
- Thinking through results before you get them
- Identifying future collaborators in your organization
- Setting clear goals for your efforts
- Training staff in practical research methods
- Understanding both the benefits and shortcomings of putting your organization to work
- Integrating ongoing user research into an effective agile design process
- Building a customer-centric organizational culture