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Building empathy
- 1. Getting To Know Your User Laura Klein @lauraklein http://www.usersknow.com laura@usersknow.com
- 2. Who Are Your Users? (Hint: You are not your user)
- 3. You Your User You’re Nothing Like Your User
- 4. And That Can Lead To Danger • No (or bad) intuition • Us vs. Them mentality • Disdain • Mistrust • Disinterest
- 5. You Your User Except Sometimes When You Are
- 6. And That Can Lead To Danger, Too • Too many assumptions • No “need” to listen • Real vs. Imagined similarities
- 7. A Few Universal Truths
- 8. Your User’s Computer Sucks
- 9. Your User Is (Probably) Not Very Good with Computers
- 10. Your User Knows More About Something Than You Do
- 11. Your User Doesn’t Know What Your Product Does (and frequently doesn’t care)
- 12. How Do You Fix This? • ASK open ended questions • LISTEN to the answers • OBSERVE what they do • IDENTIFY patterns • FORM hypotheses • INVALIDATE hypotheses • REPEAT
- 13. TL;DR Ask Questions Don’t Assume You Already Know the Answers
- 14. START ASKING QUESTIONS NOW! Laura Klein @lauraklein http://www.usersknow.com laura@usersknow.com
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