User Interviews
Every quarter we will send out a survey form to all our customers to understand how they are feeling with our product. This is called as NPS interviews. We interviewed the people who are not satisfied with our products to understand their painpoints, challenges they are facing. For convenience, we also conducted remote interviews and observed customers using Go To Meeting. These depth interviews were rich with information about our customers like their typical work environment and work patterns, where they were forced to create workarounds, etc.
I created the script and protocol, and ran all of the interviews, both remote and in-person. The results of the depth interviews validated the product personas and informed the product design for the next release.
I also conducted interviews in the conference for the design walkthroughs of the prototypes to understand what users were expecting in the future releases. The script and protocol has very specific questions related to the products. So, those are very confidential information and will provide only a high level summary.
Deliverables / Insights provided to Developers:
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User Stories
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Journey maps along with findings
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Recommendations
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comments on the specific workflow
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Presentation
