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Building empathy

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Laura Klein
Laura Klein

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

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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
  • 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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