Len Conte UPA October 2008

Conversation #8 Developer (10 minutes before study):

I’ve decided to update the code with the latest feedback.

Len (silently to self): This should be fun.

Customer (10 minutes into study): What do all those red X’s mean ?

Len : Let’s ask the developer in the observation room.

Conversation #7

Remote customer: Well maybe you should ask Justin (the sales rep)…he was actually doing most of the driving.

Len: Now that we’ve completed the study, do you have any other comments about your experience?

Conversation #6

Remote customer: I hear music…is that part of the study?

Len: Yeah…we want to see if you can listen to smooth Jazz and drag & drop at the same time.

Seems one of my remote observers has put us on hold!!!

Conversation #5

Len: What’s that sound I hear?

Remote customer: Fire alarms…

Remote customer: I’m good… I don’t smell any smoke.

Len: Feel free to leave ...we can do this later!

Conversation #4 Len: I’m handing over the control of the

mouse to you, how much of my desktop can you see?

Remote customer: not much …things look really big…I have control now…hmmm every time I click there’s an hourglass…should I REBOOT?

Len: errr...I have this really nice paper prototype …

Conversation #3 (3-way conversation)

Remote Observer: What can you tell me about Jim (our customer)?

Jim (the Customer) : Yup, been here a while… wanna talk about my issues now?

Len: He’s got lots of issues…but let’s talk later... Jim are you on the line?

Len: Hey Jim, guess you decided to dial-in a little early…howse the weather in Detroit!

Conversation #2a Len: I’m sharing. Can you see the

application? Remote customer: Actually, I can see

your entire desktop…is that your resume?

Len: shhhh

Conversation #2b Len: Can you share your desktop?

Remote customer: Sure…how does that look?

Len: I didn’t know you guys are into Top Secret stuff!

Remote customer: hmm…I think we need a new NDA

Conversation #2c Len: Before I hand over the mouse to you

I’m going to start the recording on this end. Remote customer: OK…mind if record the

session on this end too…TargetLink will be in next week and we always like to show them stuff you’re working on.

Conversation #1 Len: Lets start with task number 1.

Remote participant: [Screaming in PAIN] I think I

just blew out my knee!!!

Remote participant : NO. Mike scared me, he came in without knocking … I jumped up, and jammed my knee into the corner of the desk… it’s definitely starting to swell!

Len: Are you OK?

Len: Let’s move on to task 2.

Anyone with similar experiences?

Questions?