You could say I spend my days talking to users, but really I spend my days listening to users, because that's the only way I'll learn and the only way Storytell will have a chance. That doesn't separate me from anyone else who works in customer experience. Here's what does: we've created a system to ensure we're 'closing the loop' with users.
What does that mean? If you asked for something and we ship it, we'll let you know -- and we'll ask if it's what you wanted or if it missed the mark. We call this a "full feedback loop." It's our way of letting you know we're hearing you not just with words, but actions.
Step 1: Get on a call with a user -- in this case, Phin, a product lead at Zight.
Step 2: While I'm on the call, I take copious notes
Step 3: Push those notes into ProductBoard
Step 4: Take user feedback and turn it into a "Job to be done" - what is the user trying to accomplish?
You can see that we turned this feedback into multiple jobs to be done. VirtualMe™ would allow him to share his knowledge and be accessible to his team. Looking at this now, I should have three dots next to Share my knowledge to show its importance level.
Step 5: Take this to our daily rapid prototyping session
Wait, what? Yes, we have a daily session with my cofounders and Ryan, our rapid prototyping engineer, to share user feedback, designs in progress, and product in progress.
What you see below are all the stages of our feedback in the rapid prototyping sessions -- we look at the JTBD in these stages and inspect the feedback so we can understand what people want and build for it.
We document what we're designing and building with screencasts during the RP sesh, which leads us to the next step.
Step 6: Create a knowledge base post based on the screencasts from the RP sessions
We take videos of what we're creating, turn them into Knowledge Base posts in our support forum, https://www.web.storytell.ai/support
We always upload the videos to Storytell’s YouTube account, since we want to have as many access points as possible.
Step 7: Reach out to users to see if we built what they wanted
We email or Slack the users who asked for what we've shipped to determine whether we got the job done!
So, Phin, tell us -- did you get what you wanted?
p.s. we also post on social media, in this case, LinkedIn, and tag our users. We also post on TikTok.
