Build a new product or service by interviewing real customers and conquer your social anxiety while you do it.
Watch lessonThe first step is to work out who you want to speak too. You are wanting to speak to your customers. These are the people who will actually be making the purchasing decisions. After you work out who you want to speak too, you’ll need to find some of these people. Vic helps you work out who to speak to and where to find them.
Asking the right questions is the most important thing, after finding the right person to speak too. Vic helps you design some questions to make sure you getting the right kind of information to help you the most.
Eep. The interview. This can be scary. Don’t worry, Vic helps you through some of your nerves so you can get interviewing and practicing as quick as possible.
Now you’ve got some customers to speak to, some questions to ask and some tips on how to interview you’re ready to get started. As Vic says you’ll just get better by practicing.
Consistent videos and posts around the nuts n bolts of customer interviews. Has a tech focus but do not be put off the mindset can be applied to anything..
A blog on Behavioural Economics and insights on how people make decisions. This isn’t directly related to just Customer Experience but I have picked up a lot of fundamental ideas around cognitive biases and mental models that have helped my interview skills.
Another Customer Experience framework based around conceptualising your product/service being used to achieve a ‘job’. For example, someone buys a toaster to do the job of breakfast. I find this framework useful for understanding and improving existing products/services better.
I find it helpful to get case studies from people who actually did the often time consuming and emotional stretching process of customer interviewing. Here is how one founder did 500 interviews in 4 weeks. Sneaky bonus he shares the Google spreadsheet he uses to record his interview data.
I love this easy to read, giggle-inducing and actionable guide by Rob Fitz. He’s learnt the hard way how to NOT do customer research and turned that into exercises.
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