Short link for this post: https://go.storytell.ai/how-we-talk-to-users
Short link for the doc in Notion: https://go.storytell.ai/how-to-talk-to-users
Why does this PD exist?
Because market signal is our North Star, we depend on our users as a source of truth. In order to act on that source of truth, it’s essential to track it in the same ways — and to interact with users according to the same principles.
This is why we keep all user meetings in one place and push all their feedback to productboard, so it gets where it needs to go: engineering, builds, and back to our users.
Logistics
Create a meeting agenda in Design Partners & User Meetings in Notion using an agenda template -- likely "user feedback call"
Is the user brand new to Storytell? You may want to use the "Storytell demo" meeting template
In general, follow the template. Some questions won’t apply, but many will; use your judgment.
Name the meeting with this convention: User First Name + User Last Name + Your Name
Fill out the "which user / design partner" property
Add the user’ LinkedIn
Name the user persona
Go to http://go.Storytell.ai/personas to better understand our prioritized personas
If the user isn’t represented by current personas, create one that fits
Show your agenda at the start of the call or even better, ahead of time.
Ask if the user has anything they want to add.
Let them know you'll be asking them to share their screen
Take copious notes In English — everything a user tells us is liquid gold. Or as DROdio puts it, feedback is fire.
Internal expectation: the call will be recorded automatically, both in Zoom and via Otter
Get the feedback into ProductBoard (see how: PD: Using Productboard)
It’s paramount that we capture everything; Needs vs. Wants — this is a need
To join a user call
Accept our shared "User Call" calendar -- you should have received an invite via email. If not, ask the triage team for a re-send.
Add yourself to a calendar invite that works with your schedule
Best practice: maximum two people from Storytell per call
Take collaborative notes during the call, feel free to ask questions, and paraphrase what you hear!
How to approach the conversation
Operate with the improv credo, “Yes, and”
You’re not here to tell the user what the product can and can’t do; you’re here to dream with them. So, dream big!
What would their ideal experience be?
Map it out step by step
Dreaming big isn’t the same as making promises — your goal is to get clarity on what the user wants
Don’t promise we’ll build something by a certain release date unless you know it to be true
If you don’t know the answer to something, get back to them. Caveat: you have to actually get back to them.
How to get back to them? Here's how to answer user questions in a high-leverage way
Create a post in our Wix Forum, likely under the "Share Your Feedback" category lf you use this category, follow these steps:
Write the user's question in the post (”Question from a user: ”)
Respond to their question in the same post
Reply to the user with a link to the post you created
Can't do the above? Ask CX to jump in (and give CX some context)
How do you know you’re hearing what the user is saying? Use Clean Communication
Paraphrase what you’re hearing and ask whether you got it right
If you got it right, keep peeling the onion
Learn exactly how they’d love the product to work
Learn what keeps them from using our product more
If you didn’t get it right, paraphrase the new information you just heard, then peel that onion
Mindset
Warmth, enthusiasm, and a depth of curiosity. There’s always another stone to turn over.
You’re investigating someone else’s experience, so balance kindness with clarity. Usually, it’s easy to have both.
This is a no-ego zone. We’re not here to defend our product, we’re here to learn.
You may need to ask users to be more direct, as giving product feedback could be a new experience and/or they may worry they’ll offend.
Check any feature bias at the door and come ready to learn; prioritize open-ended questions over leading ones.
What do you think of this?
Give CX feedback on everything down to this process doc
What’s working? What could be improved? We want to know.
@Erika Anderson This is an awesome process doc. I just wish that there is a portion focused on "getting back to the user" after we have worked on their feedback.