book

User Tested

by Janelle Estes, Andy MacMillan

February 2022

Beginner

240 pages

4h 38m

English

Wiley

Audiobook available

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Meet the AuthorsWhat to Expect from This BookNote
When Did We Start to Value Data Over Human Connections?Great Experiences Are Derived from Deep Customer UnderstandingBut … You Can’t Always Take Customer Suggestions at Face ValueDecisioning on Metrics Alone Puts You at RiskIntegrating Human Insight into Decisioning Is the Way ForwardNotes
Existing Customer Data Sources Don’t Give Us the Full PictureWhy Human Insight Should Be Included in How Companies Assess Their ExperiencesUser Testing Leads to Human InsightHuman Insight in ActionWhy We Overlook or Dismiss Human InsightHuman Insight for the WinNotes

Understand How Your Question Relates to the BusinessConsider How and Where You Plan to Apply Your LearningsDon’t Ask Leading Questions or Go in to “Prove” Your HypothesisKeep It FocusedKeep Your Question Top‐of‐MindAsk Questions with the Intention of Sharing with OthersAlways Ask WhyWhen You’ve Formulated a Decent Approach, Reuse ItNotes
You Are Not Your CustomerYour Professional and Personal Networks Aren’t Your CustomersThe Patrons in Your Local Coffee Shop Aren’t Your CustomersWho Are the Right People for Your User Test?How to Connect with Your Perfect‐Fit UsersDo It Right—and Then Build and Manage a ListNotes
Bias Is EverywhereOur Fallible Human CustomersThree Key Human Signals When Sifting Through Your User TestsWhat Does It All Mean and Where Do We Go from Here?Notes
The Types of Human Insight You’ll Get from User TestingBuild a Shared Understanding Through User TestingTracking Learnings Over Time
Human Insight for Product DevelopmentSolving the Right ProblemBuilding the Right SolutionBuilding the Solution RightThe Path to Launch Should Be Fueled with Human InsightNotes
Recognizing a “Problem” and Having an Interest in “Fixing” ItResearching and Comparing SolutionsChoosing a Company or Solution to Solve the ProblemHuman Insight for Building Awareness and Gaining CustomersThe Customer Journey Continues …Notes
The Path to and Point of ConversionThe Initial ExperienceOngoing Use and AdoptionCustomer Support InteractionHuman Insight for the Holistic Customer Journey
If You’re Working in an Engineering‐Centric Culture …If There’s a Team That’s Protective of User Testing …If Your C‐Suite Is Reluctant …Notes
Tip 1: Build the Customer into Your LexiconTip 2: Maintain a Constant Campaign for Customer‐CentricityTip 3: Create Ways for People at All Levels to Connect Directly with CustomersTip 4: Link Customer‐Focused Actions to Performance StandardsTip 5: Enable Teams with the Right SolutionsTip 6: Ask About Customer Input and Feedback ConstantlyTip 7: Put Yourself in the Customer’s Shoes for RealNotes