Customer Engagement Design Sprint
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Customer Engagement Design Sprint Product Design & Research Dan Higbie Donna Chan Isaak Hayes Ryan Boye READ ALONG VERSION Follow along in the presenter’s notes below
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Transcript of Customer Engagement Design Sprint
Customer EngagementDesign Sprint
Product Design & ResearchDan HigbieDonna ChanIsaak HayesRyan Boye
READ ALONG VERSIONFollow along in
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 - [email protected] Higbie - [email protected] Hayes - [email protected] Ryan Boye - [email protected]
The End
