Conserve Code: Storyboard Experiences with Customers First
Presentation from SXSW Interactive Session -- Conserve Code: Storyboard Experiences with Customers First. The session was a hands-on workshop where attendees learned how to express ideas in a story that will elicit valuable feedback from customers. Changes to the user experience can be costly if you are already in the development cycle. Storyboarding your ideas early allows for scrappy experimentation on what’s really important to your customer. At Intuit, a variety of storyboarding methods allows us to test ideas with customers before spending time developing code – the result is a history of millions of satisfied customers. In this hands-on session, you’ll practice expressing your ideas with storyboards to elicit valuable feedback from your most valued customers. We’ll share our experience iterating on ideas with lightning speed to uncover what works, what doesn’t, and what will truly delights customers (hint: it’s usually not your first idea). Come ready to get your hands dirty. Full description: Changes to the user experience can be costly if you are already in the development cycle. Storyboarding your ideas early allows for scrappy experimentation on what’s really important to your customer. At Intuit, a variety of storyboarding methods allows us to test ideas with customers before spending time developing code – the result is a history of millions of satisfied customers. In this hands-on session, you’ll practice expressing your ideas with storyboards to elicit valuable feedback from your most valued customers. We’ll share our experience iterating on ideas with lightning speed to uncover what works, what doesn’t, and what will truly delights customers (hint: it’s usually not your first idea). Come ready to get your hands dirty. Presenters: Joseph O'Sullivan Lead, Design Innovation Intuit Rachel Evans Principle Research Scientist, Chief Innovation Catalyst Intuit Additional details: #ConserveCode http://schedule.sxsw.com/events/event_IAP7349
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Conserve Code: Storyboard Experiences with Customers First
- 1. Conserve Code Storyboard Experiences with Customers First Joseph O’Sullivan Rachel Evans Design Strategist Principal Research Scientist Intuit #ConserveCode
- 2. ๏ Deep Customer Empathy ๏ Go Broad to Go Narrow ๏ Rapid Experimentation with Customers DESIGN THINKING
- 3. ๏ Deep Customer Empathy ๏ Go Broad to Go Narrow ๏ Rapid Experimentation with Customers DESIGN THINKING
- 4. STORYBOARD A panel or series of panels of rough sketches outlining the sequence of events a consumer will experience when before during and after using our product.
- 5. HELLS ANGELS
- 6. DISNEY
- 7. FASTFOWARD
- 8. Service Design Agile McCloud Expanded In uence Sara Wiliams going-‐global.com
- 9. Web Application Mobile Application Customer Care Human Resources Community Support Intuit
- 10. CASE STUDY: SNAP TAX
- 13. CASE STUDY: SNAP TAX
- 14. CASE STUDY: SNAP TAX
- 15. CASE STUDY: SNAP TAX
- 16. CASE STUDY: SNAP TAX
- 17. Wrong Problem CASE STUDY: SNAP TAX
- 18. Wrong Problem Wrong Bene t CASE STUDY: SNAP TAX
- 19. What Precisely is the Bene t?
- 20. It’s a Mirror Pity Begets Honesty Narcissus Antidote
- 21. It’s a Mirror You’re telling the customer’s story. Their problem, the context in which they will use the solution and how they will be personally bene t. The customer can provide more accurate feedback because they are the center of the story.
- 22. Pity Begets Honesty Customers tend to react to rough sketches more honestly than with nished click throughs.
- 23. Narcissus Antidote We’ve never seen anyone fall in love with their storyboard and not change it. Unlike...
- 24. STORYBOARD STRUCTURE Problem Solution Bene t
- 27. Problem Solution STORYBOARD STRUCTURE
- 28. Problem Solution Bene t STORYBOARD STRUCTURE
- 29. Problem WHAT CAN YOU LEARN Do you understand the problem? Is it an important problem? STORYBOARD STRUCTURE
- 30. Solution WHAT CAN YOU LEARN Does your solution solve the problem completely? STORYBOARD STRUCTURE
- 31. WHAT CAN YOU LEARN What is good about your idea from the customer’s perspective? Will it delight them? Bene t STORYBOARD STRUCTURE
- 32. STORYBOARD STRUCTURE Problem Solution Bene t
- 33. YOUR TURN
- 35. STORYBOARD DEVELOPMENT Script Visuals Learnings
- 37. Sisyphus, Titian 1 min PROJECT Consider a project you are working on now or an idea you have been considering. Crowd-sourcing late night designated drivers
- 38. Text 1 min CUSTOMER Be speci c — Don’t be everything to no one 21 - 30 Year old, Male, Urban, Smartphone, Tech Savvy Likes to drink but is aware of consequences
- 39. Text 1 min CUSTOMER Be speci c — Don’t be everything to no one 21 - 30 Year old, Male, Urban, Smartphone, Tech Savvy Likes to drink but is aware of consequences
- 40. ? ????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????? ????????????????????????????????????????????????????????? 3 ????????????????????????????????????????????????????????? min PROBLEM I am trying to:____________ BUT ______________ CAREFUL: Don’t insert your solution as the problem “I am trying to get home BUT I can not nd a taxi”
- 42. ! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 4 ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! ! !min ! ! ! SOLUTION What are the important moments that need to occur for the solution to execute Text: need a cab :: a driver gets text while driving home :: Con rmation text exchange
- 44. ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ ................................................................ 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .min. . . . ................................................................ BENEFIT What would a customer say is great about your solution. Do not regurgitate the feature list. “I didn’t have to ght for a taxi” or “It con rms my belief that people are good”
- 45. ................................................................ ................................................................ . . . . . . . Customer. . . . . . .Do.you .understand. the .problem?. . . . . . . . . . . ......... .. ... .......... ... ........ ................................................................ . . . . . . . .Problem . . . . . . .Is .it an. important. problem? . . . . . . . . . . . . . . . . ........ . ... ......... ......... ................................................................ ................................................................ . . . . . . . . . . . . . . . . . . . . . . .Does .your .solution .solve.the . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . problem . . . . . . . . Solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........ . . . . . . . . . . . . . . . . . . . . . . .completely? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ........... ................................................................ ................................................................ ................................................................ . . . . . . . Customer. . . . . . .What.is.good. about. your.idea . . . . . . . . . . . . . . ......... . . . . . . . . . . . . . . . . . . . . . . from . . . . . . . . .Bene. .t. . . . . . . .the. customer’s .perspective?. . . . . . . . . . . . . . . . .... .. .......... ........... ................................................................ 4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .min. . . . ................................................................ LEARNING Your goal is to gather as much new feedback as possible
- 46. LET’S DRAW
- 47. BUT, I CAN’T DRAW
- 48. 1 min
- 49. Phone
- 50. Phone + Head
- 51. PHONE + HEAD + FACE
- 52. PHONE + HEAD + FACE + BODY
- 53. PHONE + HEAD + FACE + BODY + UI
- 55. 5 min DRAW
- 56. 4 min SHARE YOUR STORY
- 57. Thanks