Situation:
Our largest customer has multiple deployments of our product, used in various ways across the organisation.
Yet, we do not fully understand the way they use our product, and have difficulty understanding some of the feedback received from them.
My role:
Product owner
Research:
- Worked with the customer engagement manager to stand up a series of 5 workshops with these users.
- Workshops focused on general attitudes to using the product, not specific tasksWorkshops focused on general attitudes to using the product, not specific tasks
- Participants were organised into small groups (2-3) of similar users. This helped the voice of each group to emerge.
- Each workshop took participants through a series of structured open-ended questions.
- Participants to recorded their answers to questions on post-its and flipcharts. We then discussed and teased out any differences between the groups.
Insights:
- Aggregating and organising the notes from each session.
- Collected the notes together onto boards representing each question.
- Common themes were brought forward
- It’s worth noting that not all audiences are comfortable with the participatory style of workshop to gather data. This was a key insight into the user persona.
Prototypes
- Generated prototype personas for this customer.
- Specific personas for analysing the roles within the organisation
- Also a ‘rolled up’ persona to represent the users within the organisation as a whole.