Agile Marketing, beta program, Customer Development, Product Thoughts, Startup

Running a “Friends of the Company” Usability Session

Photo courtesy of http://Flickr.com/photos/thomashawk

One of the best ways to learn how real people view your product is to ask them to complete a set of tasks that you think all customers “should” be able to do. Think of this as a directional usability test, where you can get some feedback on the way “normal” folks use your product without sitting right next to them and telling them how to complete the task. Yet you can also learn a lot by sitting in the same room as someone who has tried your product and just having a conversation. Even if these people are not perfect examples of your persona definitions, setting up “Friends of the Company” sessions are a great way to make a tremendous leap in usability in a short period of time.

“Friends of the Company” sessions might look like this: every two weeks, line up two or three people to visit your office and ask them to complete a common customer task (set up an account, use the product the way they “normally”, and talk through the progress as they do it.) You should have someone from your design team, your engineering team, and your executive team in attendance, and make sure to give the person some homework before they arrive so that you can capture their feedback.

When your F.O.C. session is running, you should use this focused time to listen, learn, and suggest. You can listen by hearing what a “typical” customer does when you’re not around and hear more about the features that people outside of your building think are pain-killers, not vitamins. You can learn by identifying “cringe” moments that show up during the session, and plan which of these items to address and which to log for later effort. And you can suggest by using this time with a customer to bring up ideas that need additional feedback.

It’s important to note that the feedback you receive in these sessions is just that: feedback. It’s not usually enough to make major changes in usability, and it is an amazing way, however, to note little items that trip customers up when you think they should be able to complete (what you consider to be) routine tasks. Friends of the Company sessions give you a temperature reading of customers and let you know what those people are thinking and whether your message matches their experience with the product.

And matching that message to the product is an important task that’s very easy to practice during the F.O.C. Session. Remember, some of the people who are coming to see you are very talented and want to help, and some are just there to see what you’re up to in building your product and culture. All of this feedback can be really useful if you use it as a opportunity to refine your pitch, your usability, and the real-world functionality of your product.

Advertisements

3 thoughts on “Running a “Friends of the Company” Usability Session

  1. Great idea Greg

    If you haven’t seen it the book “Don’t make me think” by Steve Krug talks through the same approach for your web site with step by step instructions on how to run a web usability session.

    James

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s