(I do this myself all the time.)īe wary of feedback that contradicts reaction. It’s easy to talk yourself into an opinion when you’re trying to be helpful. Trending: The History of Humankind Just Got a Major Rewrite Reactions > feedback So, when doing customer research, remember this: But… Yeah, people don’t always know what they want.ĭ. Talking to customers is actually an excellent (and cheap) way to get data.Ĭ.
#Rethinking postcheck how to
Trending: Stolen Focus: Why You Can’t Pay Attention-and How to Think Deeply AgainĪ. “If I had asked people what they wanted, they would have said faster horses.” See, when companies are reluctant to talk to their customers, they often mistakenly repeat this quote by Henry Ford: This distinction between reaction and feedback - introduced to me by my good friend John Zeratsky - is important. In this case, his reaction was to just flip through the list without thinking - and it worked! His feedback, on the other hand, was an honest attempt to be helpful. What just happened? A textbook example of reaction vs. There he is, doing it again, without thinking. Please do not send corrections by fax or in the post. Trending: Attention Fellow Book Nerds: You’ll Love These 4 Reads Land, farming, livelihoods, and poverty: rethinking the links in the rural South. It wasn’t natural, it was undiscoverable, and no one should ever be expected to do it. People won’t figure it out.” He proceeded to demonstrate the difficulty of the gesture. (It’s a secret what the app is, so I’m being intentionally vague. He was navigating through a list of something. Today, I watched a customer try a prototype of a mobile app.
0 kommentar(er)
