Communicating Learnings
Users don't know what they want. When a user has an issue, they often tell you what they need to fix it.
Contrary to popular belief, the user is almost always wrong. They should not be telling you the solution to your issue. They should be telling you
You need to be a detective. Another analogy is being a doctor. A patient comes in and says "I've looked online, I have this disease and, I'm going to need these prescriptions". The doctor should quite rightly think, "fuck off". But of course you'd never say this.
Concrete Examples
The key to working out what is going wrong is to ask for concrete examples. What workflows were you doing? What workflows do you do regularly?
Specifically for uninstalls
- What usability things did we get wrong.
- Did we get in their way? How?
- Do they use another tool that offers similar functionality?
- What features of that tool do you do every day that
Sometimes the user is actually correctly.
This is a huge claim to make by me (Brendan), so let me back it up.
You need to be a detective, you need to work out what
Why is this so important?
- You are the one interacting with users, not the engineers, not the founders, it's you!
- Information gets losts
Your job is to interact with Fig's current, former, and future users. There are thousands of these. Each interaction has subtle bits of information