Post on 23-Jan-2017
transcript
How to make products people want
© The App Business
Jean-Francois Hector – User Experience Strategist
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It’s very hard to make people want to use things. It’s easier to make things people want to use
What outcomes are customers trying to achieve? Can we make it easier?
How do we get people to use our product more?
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What outcomes are customers trying to achieve? Can we make it easier?
Most product teams lose sight of this question.
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We focus on feature ideas and lose sight of desired outcomes.
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We focus on feature ideas and lose sight of desired outcomes.
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We focus on feature ideas and lose sight of desired outcomes.
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Outcome Driven Innovation
(aka Jobs-to-be-Done)
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Outcome Driven Innovation
is a powerful way of thinking that puts
customers’ and the business’ desired outcomes
and at the centre of every conversation.
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2 key ideas
4 simple tips
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Idea 1
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Product or feature
People don’t want products or features. People want outcomes, and hire products
to help them achieve these outcomes.
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Desired outcome
Product or service
People don’t want products or features. People want outcomes, and hire products
to help them achieve these outcomes.
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A nice lawn
A lawn-mower
People don’t want products or features. People want outcomes, and hire products
to help them achieve these outcomes.
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A comfortable homeand saving money
A connected thermostat
People don’t want products or features. People want outcomes, and hire products
to help them achieve these outcomes.
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Wake up, warm upand feel pleasure
A hot caffeinated drink
People don’t want products or features. People want outcomes, and hire products
to help them achieve these outcomes.
On my way to work
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People don’t want products or features. People want outcomes, and hire products
to help them achieve these outcomes.
A weather app
Enjoy my day and stay dry
I’m going to be across multiple locations today
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Idea 2
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Focusing on product features makes innovation hard. Focusing on the outcomes customers want to achieve
makes the path to successful innovation clearer.Apple Watch Support
Today screen
AnimationsFavorite locationsDaily snapshot
Local forecast summary
App customisation
GPS tracking
Interactive onboarding
Push notificationsHourly forecasts
Accessibility features
Search for locations
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Desired outcomeContext
Focusing on product features makes innovation hard. Focusing on the outcomes customers want to achieve
makes the path to successful innovation clearer.
Design solution?
© 2015 The App Business
Focusing on product features makes innovation hard. Focusing on the outcomes customers want to achieve
makes the path to successful innovation clearer.
Enjoy my day and stay dry
I’m going to be across multiple locations today
Design solution?
I’m going to be across multiple locations today
© 2015 The App Business
Focusing on product features makes innovation hard. Focusing on the outcomes customers want to achieve
makes the path to successful innovation clearer.
Enjoy my day and stay dry
I’m going to be across multiple locations today
© 2015 The App Business
Focusing on product features makes innovation hard. Focusing on the outcomes customers want to achieve
makes the path to successful innovation clearer.
Enjoy my day and stay dry
I’m going to be across multiple locations today
© 2015 The App Business
Focusing on product features makes innovation hard. Focusing on the outcomes customers want to achieve
makes the path to successful innovation clearer.
Enjoy my day and stay dry
I’m going to be across multiple locations today
© 2015 The App Business
© The App Business
Idea #1. People don’t want products or features. People want outcomes, and hire products
to help them achieve these outcomes
Idea #2. Focusing on product features makes innovation hard. Focusing on what customers want to achieve
makes the path to successful innovation clearer
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Tip 1
Understanding needs
Identifying opportunities
Designing solutions
Testing solutions
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Tip #1. Don’t capture requirements as feature ideas. Capture requirements as desired outcomes
“What features should the product have?”
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Desired outcome
Product or serviceContext
Tip #1. Don’t capture requirements as feature ideas. Capture requirements as desired outcomes
“What features should the product have?”
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Desired outcome
Product or service
“What outcomes are customers trying to achieve?”
“What outcomes are we (the business) trying to achieve?”
Context
Tip #1. Don’t capture requirements as feature ideas. Capture requirements as desired outcomes
“What features should the product have?”
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“What social features should the product have?”
Tip #1. Don’t capture requirements as feature ideas. Capture requirements as desired outcomes
Achievements
Badges
Free credit
Ambassadors
Tweet from the app
Leaderboard
Competitions
Points
Local competitions
Facebook integration
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“What social features should the product have?”
Tip #1. Don’t capture requirements as feature ideas. Capture requirements as desired outcomes
“What outcome are we trying to achieve by adding social features?”
Achievements
Badges
Free credit
Ambassadors
Tweet from the app
Leaderboard
Competitions
Points
Local competitions
Facebook integration
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Users behave in a way that is considerate of other users
Tip #1. Don’t capture requirements as feature ideas. Capture requirements as desired outcomes
“What social features should the product have?”
“What outcome are we trying to achieve by adding social features?”
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Users behave in a way that is considerate of other users
Tip #1. Don’t capture requirements as feature ideas. Capture requirements as desired outcomes
“What social features should the product have?”
“How might we make users behave in a way that is considerate of other users?”
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© The App Business
Tip 2
Understanding needs
Identifying opportunities
Designing solutions
Testing solutions
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Tip #2. Don’t focus on how to be different. Make it easier for customers to achieve the
outcomes they want, in the context they’re in.“How do we differentiate ourselves in the category?”
?
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Context Desired outcome Problems and pain points
Tip #2. Don’t focus on how to be different. Make it easier for customers to achieve the
outcomes they want, in the context they’re in.
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Context Problems and pain points
Tip #2. Don’t focus on how to be different. Make it easier for customers to achieve the
outcomes they want, in the context they’re in.
1. Desired outcome What do customers want to achieve?
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Problems and pain points
Tip #2. Don’t focus on how to be different. Make it easier for customers to achieve the
outcomes they want, in the context they’re in.
1. Desired outcome What do customers want to achieve?
2. Context What situations
are they in?
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2. Context What situations
are they in?
1. Desired outcome What do customers want to achieve?
Tip #2. Don’t focus on how to be different. Make it easier for customers to achieve the
outcomes they want, in the context they’re in.
3. Problems and pain pointsWhat pain points and
obstacles get in the way?
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1. Desired outcome What do customers want to achieve?
Tip #2. Don’t focus on how to be different. Make it easier for customers to achieve the
outcomes they want, in the context they’re in.
2.What situations
are they in?
3.What pain points and
obstacles get in the way?
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© The App Business
Problems and pain points
Tip #2. Don’t focus on how to be different. Make it easier for customers to achieve the
outcomes they want, in the context they’re in.
1. Desired outcome What do customers want to achieve?
2. Context What situations
are they in?
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2. Context What situations
are they in?
1. Desired outcome What do customers want to achieve?
Tip #2. Don’t focus on how to be different. Make it easier for customers to achieve the
outcomes they want, in the context they’re in.
3. Problems and pain pointsWhat pain points and
obstacles get in the way?
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Value
Feasibility
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Tip 3
Understanding needs
Identifying opportunities
Designing solutions
Testing solutions
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Tip #3. Don’t design from feature ideas.
“What should the [XYZ] feature look like?”
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Tip #3. Don’t design from feature ideas.Design towards desired outcomes
“What should the [XYZ] feature look like?”
“How might we make it easier to achieve this outcome in this situation?”
Context Desired outcome Problems and pain points
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“What should the personalised dashboard do?”
Tip #3. Don’t design from feature ideas.Design towards desired outcomes
My
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Tip #3. Don’t design from feature ideas.Design towards desired outcomes
Context Desired outcome Problems and pain points
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Tip #3. Don’t design from feature ideas.Design towards desired outcomes
Problems and pain points On way to the station
Get my train without stress
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Tip #3. Don’t design from feature ideas.Design towards desired outcomes
On way to the station
Get my train without stress
“How might we make it easy for peopleto get their train without stress
when on their way to the station?”
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Tip 4
Understanding needs
Identifying opportunities
Designing solutions
Testing solutions
Tip #4. Don’t review screens out of context. Review how your design solution takes customers
from a starting situation to a desired outcome.
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“This is our recommended design for the [XYZ] feature.”
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Step
1
Step
2
Step
3
Step
4
Starting situation
Desired outcome
Design solution
Tip #4. Don’t review screens out of context. Test how quickly and easily your design solution takes
customers from starting situation to desired outcome.
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© The App Business
Step
1
Step
2
Step
3
Step
4
I’m in a rush Fuel upDesign solution
Tip #4. Don’t review screens out of context. Test how quickly and easily your design solution takes
customers from starting situation to desired outcome.
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© The App Business
Tip #4. Don’t review screens out of context. Test how quickly and easily your design solution takes
customers from starting situation to desired outcome.
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Let’s recap
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Tip #1. Don’t capture requirements as feature ideas.Capture requirements as desired outcomes
Tip #2. Don’t focus on how to be different.Make it easier for customers to achieve the
outcomes they want, in the context they’re in.
Tip #3. Don’t design from feature ideas.Design towards desired outcomes
Tip #4. Don’t review screens out of context.Test how quickly and easily your design solution
takes customers from starting situation to desired outcome.
Thank You
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