Director of Research & Strategy,HOVER
Holy Grail of Customer Connection
🗓 Thursday, October 21 at 4:00 PM EST
Someone once said to me that a research community, full of engaged customers and prospective customers, is the "holy grail of customer centricity." I've seen how difficult it can be for designers and researchers to get access to customers to get feedback, understand needs and behaviors, or test an idea quickly. Tools like UserTesting and UserZoom can give you quick access to feedback, and help you create a panel, but without the ability to really create community among customers. A research community gives you the ability to easily engage with your customers and your customers engage with each other. I'll talk about some best practices for creating a research community, from hacks of existing tools ($) to full service community platforms ($$$$). Then Chad Neufeld, from Chaordix, and I, will show some examples of how it can work and the value it brings to designers and researchers and their collaborators.
I spoke about measuring the value of design at Remote Design Week in 2020 and it was the best remote conference I attended all pandemic year! I started my career as a statistician and I've always been an early tech adopter. I love cooking and making cocktails and listening to opera. I've run an agency focused on research and QA, led research and analytics at tech companies (Dropbox, Autodesk, New Relic, Bold), and an agency (projekt202). Now I'm growing a research practice at the startup HOVER. I live in San Francisco with my wife, our teen daughter, and two cats who are still unsure about us being around so much in this pandemic.