deep customer research (to cutting code)… fast · deep customer research (to cutting code)…...
TRANSCRIPT
![Page 1: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/1.jpg)
DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST
JUNE 21, 2017
DIANA ADORNO & RICHARD YOUNG@dianaadorno @youngrtp12
![Page 2: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/2.jpg)
2
WHAT WE ARE TALKING ABOUT
Why do research
How to move smoothly into development
What you can start to do
immediately
Sharing a project we did
Tips on how to go fast
![Page 3: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/3.jpg)
3
83%17%
![Page 4: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/4.jpg)
4
HOW DO WE ASK ABOUT YOUR MONEY?
![Page 5: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/5.jpg)
5
Research uncovers both what the right thing to build is… and
WHY it is the right thing
![Page 6: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/6.jpg)
6
A DIFFERENT APPROACH
BACKGROUND QUANT RESEARCH INTERVIEWS FEATURES WIREFRAMESTRADITIONAL
Months
RICH & FAST
Weeks
QUANT RESEARCH
BACKGROUND
INTERVIEWFEATURES
WIREFRAMES
![Page 7: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/7.jpg)
7
Why do the research
FAST?
![Page 8: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/8.jpg)
8
THE APPLICATION TRACKER STORY
![Page 9: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/9.jpg)
9
THE PROBLEMS WITH GETTING A HOME LOAN
:( understanding the mortgage process
>_< frequently asking customers for more information
=_=||| updates on my application
![Page 10: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/10.jpg)
10
….early research looked promising:)
![Page 11: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/11.jpg)
11
HOW WE SHAPED THE PROJECT
10 DAYS 5 DAYS 12 WEEKS NOW
INCEPTIONDISCOVERY DELIVERY EVOLVE
Research happens all the way through
![Page 12: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/12.jpg)
12
WHERE TO START
INCEPTIONDISCOVERY DELIVERY EVOLVE
![Page 13: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/13.jpg)
13
Start with a question
![Page 14: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/14.jpg)
14
A customer question, not a business-focussed question
![Page 15: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/15.jpg)
15
How can we
REDUCE ANXIETY AND UNCERTAINTY
for customers through the home loan application process?
![Page 16: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/16.jpg)
16
SET CONTEXT AND THE BIG PICTURE
![Page 17: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/17.jpg)
17
SPEED TIP
Pair with the business expert to plan and do
![Page 18: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/18.jpg)
18
HOW TO SHAPE THE RESEARCH APPROACH
CUSTOMER PRODUCT
![Page 19: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/19.jpg)
19
CAPTURE QUESTIONS AND HOW TO ANSWER
![Page 20: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/20.jpg)
20
PLAN THE WEEK
![Page 21: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/21.jpg)
21
GATHER THE DATAWHAT WE DID
INCEPTIONDISCOVERY DELIVERY EVOLVE
![Page 22: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/22.jpg)
22
WHAT WE DID
CUSTOMERCOLLEAGUESDATA & REPORTS
![Page 23: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/23.jpg)
23
WHAT WE DID
CUSTOMERCOLLEAGUESDATA & REPORTS
System transactions (deals)
Analyse customer feedback (1 year)
9000
Competitors Analysed9
4126
![Page 24: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/24.jpg)
24
WHAT WE DID
CUSTOMERCOLLEAGUESDATA & REPORTS
Back office Staff Sessions
Playback Sessions
Home Loan Advisors Sessions2
3
3
System transactions (deals)
Analyse customer feedback (1 year)
9000
Competitors Analysed9
4126
![Page 25: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/25.jpg)
25
WHAT WE DID
CUSTOMERCOLLEAGUESDATA & REPORTS
Customer Sessions
Broker Sessions
Listen in to Call Centre20
12
4
Back office Staff Sessions
Playback Sessions
Home Loan Advisors Sessions2
3
3
System transactions (deals)
Analyse customer feedback (1 year)
9000
Competitors Analysed9
4126
![Page 26: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/26.jpg)
26
SPEED TIP
Use the whole team to do the research work
![Page 27: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/27.jpg)
27
SPEED TIP
FOCUS ON ANSWERING YOUR QUESTIONS
It is not about the numbers, it is about confidence
![Page 28: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/28.jpg)
28
SPEED TIP
Use multiple sources for rigour (triangulate)
![Page 29: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/29.jpg)
29
FIND CUSTOMERS YOURSELF
...NOT THROUGH AN AGENCY
Our personal networks
Our Marketing team
Our internal (staff/team) networks
External research agency
Call centreSales team
![Page 30: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/30.jpg)
30
HOW DO YOU SPEND YOUR TIME...
CUSTOMER RESEARCHASSEMBLING THE
STORY
PRIORITISING
20%
40% 20%
‘PANNING FOR GOLD’
20%
• Non-linear• Not strictly methodical
CompetitorsIndustry ReportsBusiness DataBusiness ProcessPrior Research
![Page 31: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/31.jpg)
31
CUSTOMER SESSIONS
INCEPTIONDISCOVERY DELIVERY EVOLVE
![Page 32: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/32.jpg)
32
Map the journey
Ask about recent experience
![Page 33: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/33.jpg)
33
SORT COMMUNICATION PREFERENCES
![Page 34: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/34.jpg)
34
TEST DESIGN IDEAS
![Page 35: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/35.jpg)
35
SORT FEATURE IDEAS AND PRIORITISE
SPEED TIP
![Page 36: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/36.jpg)
36
SPEED TIP
• Get consensus with the team by visualising the product as early as possible
• Never waste an opportunity to validate your thinking - Just DO SOMETHING
• Never go empty handed to a session. Always take two versions of the same thing -- this gives a chance of a third
• Adapt techniques and content as you go
• Use the same approach for any sessions with people (customers, colleagues, staff)
![Page 37: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/37.jpg)
37
DISTILLING & SHARING
INCEPTIONDISCOVERY DELIVERY EVOLVE
![Page 38: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/38.jpg)
38
KEEP THE RAW DATA AND PIVOT YOUR APPROACH
SPEED TIPSPEED TIP
![Page 39: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/39.jpg)
39
SUMMARISE ON THE JOURNEY MAP
SPEED TIP
![Page 40: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/40.jpg)
40
DISTILLING & SHARING
Space. Do everything in one room
Don’t create slide decks or reports as you go
leave the data raw
Build the story as you go - let it evolve
Keep direct quotes visible to build empathy
Show prioritised lists
Walk the wall
HAVE A SHARED SPACE
SPEED TIP
![Page 41: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/41.jpg)
41
PRIORITISING & SHAPING THE PRODUCT
INCEPTION DELIVERY EVOLVEDISCOVERY
![Page 42: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/42.jpg)
42
FEASIBILITY WORKSHOP
![Page 43: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/43.jpg)
43
MVP(Viable)
VIABILITY CRITERIA
SCREEN FLOW
FEATURE BACKLOG
SOURCE SYSTEMS
DATA DRIVEN STORY MAPJOURNEY STEPS
MMP(Marketable)
![Page 44: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/44.jpg)
44
THROUGH TO DELIVERY
INCEPTION DELIVERY EVOLVEDISCOVERY
![Page 45: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/45.jpg)
45
![Page 46: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/46.jpg)
4
6
“You know what would be really good? Is the status of the loan”
![Page 47: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/47.jpg)
4
7
![Page 48: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/48.jpg)
4
8
CUSTOMER RESPONSES TO ONLINE SURVEY
% Customers that want to see a status update
![Page 49: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/49.jpg)
49
NOW IT IS LIVE
INCEPTION DELIVERY EVOLVEDISCOVERY
![Page 50: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/50.jpg)
“I love this idea. Being able to track
how our application is going without
having to feel like we are annoying
anyone by asking all the time is
fantastic”
5
0
home loan customer Nov 2016
![Page 51: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/51.jpg)
51
Open Rate on notification emails
Click Through to logon
Return customers
Application Tracker finalist for Most Innovative Mortgage Offering at Australian Retail
Banking Awards 2017
Would recommend to a friend
Increase in home loans
1 Mailchimp Industry Survey Feb, 20172Localitics Mar, 2017
ACQUISITION
ACTIVATION
RETENTION
REFERRAL
REVENUE
Keeping customers informed
93% 21%1
58% 3%1
68% 34%2
65%
2%
Top 3 bank
Industry Tracker
OUR RESULTS
![Page 52: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/52.jpg)
52
WHAT YOU CAN DO STRAIGHT AWAY
ABOUT TO GO LIVE
Release, but set up to get rich feedback
Usage analytics
(is anyone using it, any returns)
User testing
IN DELIVERY
User test what you are building
Don’t ask permission
Feature sort for remaining scope
Reprioritise remaining backlog
NEW PROJECTS
Do some research
Generate ideas to test
Run customer sessions
Call Centre calls
User test prototypes
![Page 53: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/53.jpg)
53
WHAT YOU CAN DO STRAIGHT AWAY
ABOUT TO GO LIVE
Release, but set up to get rich feedback
Usage analytics
(is anyone using it, any returns)
User testing
IN DELIVERY
User test what you are building
Don’t ask permission
Feature sort for remaining scope
Reprioritise remaining backlog
NEW PROJECTS
Do some research
Generate ideas to test
Run customer sessions
Call Centre calls
User test prototypes
![Page 54: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/54.jpg)
54
WHAT YOU CAN DO STRAIGHT AWAY
ABOUT TO GO LIVE
Release, but set up to get rich feedback
Usage analytics
(is anyone using it, any returns)
User testing
IN DELIVERY
User test what you are building
Don’t ask permission
Feature sort for remaining scope
Reprioritise remaining backlog
NEW PROJECTS
Do some research
Generate ideas to test
Run customer sessions
Call Centre calls
User test prototypes
![Page 55: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/55.jpg)
55
WHAT YOU CAN DO STRAIGHT AWAY
ABOUT TO GO LIVE
Release, but set up to get rich feedback
Usage analytics
(is anyone using it, any returns)
User testing
IN DELIVERY
User test what you are building
Don’t ask permission
Feature sort for remaining scope
Reprioritise remaining backlog
NEW PROJECTS
Do some research
Generate ideas to test
Run customer sessions
Call Centre calls
User test prototypes
![Page 56: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/56.jpg)
56
QUESTIONS
![Page 57: DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST · DEEP CUSTOMER RESEARCH (TO CUTTING CODE)… FAST JUNE 21, 2017 DIANA ADORNO & RICHARD YOUNG ... Tips on how to go fast. 3 17 %](https://reader030.vdocuments.mx/reader030/viewer/2022041015/5ec5d66809d47022543be233/html5/thumbnails/57.jpg)
THANKS@dianaadorno
@youngrtp12