Customer EngagementDesign Sprint

Product Design & ResearchDan HigbieDonna ChanIsaak HayesRyan Boye

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the presenter’s notes below

1. What’s Design Thinking?2. How we used it3. How to keep using it

2 days4 AppDirectors

8 users347 Post-Its

7 actionable insights1 cohesive concept

How might we envision AppDirect products as an

integral part of users’ work lives?

PROCESS

DESIGN THINKING

ALLOWS US TO CREATE BUSINESS GOALS FROM ACTUAL USER NEEDS.

Design Thinking Process

USER RESEARCH

USER RESEARCH IS THE

GENUINE UNDERSTANDING & CARING ABOUT USERS’ PAIN POINTS & LIVES.

Matt GenoveseShield Break Studios, CEO

Ashish GandhiCloudFlare, Engineer

Mary WilmotVMware, Program Manager

Kylan NakagawaBoeing, Business Consultant

Tiffany WangFacebook, Product Manager

Dani GrantCloudFlare, Product Manager

Wade MeyerRainbow Non-Profit, Program

Director

Marlon BrownKing County, IT Program

Manager

GovernmentEnterpriseStart-upNon-profitBusiness

ArtistsPMsEngineersConsultantsDirectorsIT

JuniorMidSenior

picture of everyone around post-its

picture of everyone around post-its

picture of everyone around post-its

SYNTHESIS

SYNTHESIS IS THE TRANSLATION OF

USER NEEDS INTO ACTIONABLE BUSINESS OPPORTUNITIES.

picture of everyone around post-its

picture of everyone around post-its

picture of everyone around post-its

picture of everyone around post-its

COLLABORATION & COMMUNICATION ARE REALLY ABOUT

INFORMATION.

USER NEEDS

“The things that happen are so important, everyone's got to agree on communication mediums before you start. The most effective teams, we will have discussions to agree on this before starting the project.” - Tiffany

“Everyone has their way of doing things, that makes them most efficient. I want all the Slack notifications, others don’t.” - Matt

“It’s not painful right now because I’m the only PM. But, add another PM, and it’s introducing another whole process.” - Dani

Different individual processes create higher friction information sharing.

NEED ACTION

Enable individual preference while maintaining company effectiveness.

“My biggest pain point is miscommunication or lack of communication for decision-making. If I had info that someone else also had, I’d make different decisions. It’s hard for everyone to have the same info.” - Dani

“You wouldn’t think it would happen with a smaller team, but two people will end up working on the same task because it’s not communicated. Person B won’t find out until they’re halfway finished.” - Matt

“A lot of decisions get made in messenger convos because you can get info quickly and explore nuances right there. It’s exciting, it’s real-time.” - Tiffany

NEED ACTION

Not getting the right info at the right time hinders engagement & progress.

Provide the right info at the right time to the right people.

INFORMED IDEATION

CONCEPT

Total Visibility DashboardBRINGING NEW VALUE INTO EXISTING ECOSYSTEM

INTELLIGENT SPRINGBOARD

Gather info across sources

SHARE MY STATUS

Reduce information silos

FEATURES

EXECUTIVE ASSISTANT API

Promote individual effectiveness

TAKEAWAYS & NEXT STEPS

CONTINUE TO DEVELOPUSER TESTING

PERSONAS, GRAPHS, ETC.

MORE USERS

User research allows us to invigorate existing AppDirect products with new opportunities inspired by user needs.

Ping us!

Product Design & Research

SF, 24th floor near Pantoll

Donna Chan - donna.chan@appdirect.comDan Higbie - daniel.higbie@appdirect.comIsaak Hayes - isaak.hayes@appdirect.com Ryan Boye - ryan.boye@appdirect.com

The End