We’ve been saddened and inspired by last week’s events. We think that a huge takeaway is how important it is to learn from people. We choose to use our platform to help you connect with and learn from your customers because we wholeheartedly believe that’s how we can truly make better products, systems, and opportunities for people.
It can be a challenge to start the process of learning from customers, especially if you’re a small team or a team of one (we see you). A lot of the time the struggle isn’t crafting the “perfect” test; it’s “Who to ask” and “How to ask it”. This week we’ll point you in the right direction to get you learning from your customers with confidence. We’re tapping back into our Research audience to find out how they learn from customers.
Find your customers. This can be a monumental task, especially if you don’t have an existing group that you access to survey. We suggest partnering with the sales or customer service teams to gain access to your customers. Helio is also a great resource too because we have over 300k participants ready to go. Or cast a wider net by paying for social media ads and manually screening participants, like these user researchers.
Speak your customers' language. An overwhelming 90% of researchers agree, avoid using jargon, or overly technical terms to get the best answers (unless that’s the language your customers use). For our testing needs at ZURB we typically use more conversational language. Something that’s easy to understand.
Keep situations simple. Testing in smaller sections of your workflow will help your customers collect their thoughts and respond more thoughtfully. Like the majority of user researchers, we’ve found that running several shorter, more concise surveys sets our participants up to provide more thoughtful answers.
The Helio team believes that we need to do a lot of learning and the learning will help create positive change in the products and services companies provide. This translates to talking customers. We want to help you get started, let’s build better products together.