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Products Your Customers Want To Use Anywhere, Anytime

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Building a great product is an imperfect science. The most effective Product Managers have learned their craft through continuous trial and error. Top technology brands have been extremely effective in building products that maintain continuous demand. These brands have fostered a rabid customer base through continuous shifts in product development and direction. In Our QuestionPro Webinar we have discussed how businesses are developing their products based on ever-changing customer demand. Taking you through the product development lifecycle and show you the ways to get customers coming back for more

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Products Your Customers Want To Use Anywhere, Anytime

  1. 1. Anup Surendran Vice President, Product and Engineering Nita Sharma Arnie McKinnis Head of Market Introduction Product Management, Ericsson Expert Analytics Product Development Consultant
  2. 2. Observe Purpose Transparency Ideate Motivate Accountable Loveable Customer Centric Agenda
  3. 3. Habits are learned through a 3 phase infinite loop The Cue or Trigger The routine/action The reward/payoff
  4. 4. Finding Habits (1) “Key” Habits - those things that are done daily (or frequently) (2) “Give Away” or “take away” habits (3) Social habits (4) “Survival” habits (e.g. Maslow's Hierarchy of Needs)
  5. 5. The habit forming product (1) Make it easy / intuitive (2) Create instant value (3) Associate with the reward
  6. 6. Creating additional value (1) Leverage the “Network Effect” (2) Create engagement (3) Share knowledge (4) Use “Mini” rewards on the path to the BIG payoff
  7. 7. Adding “habits” to your product Integration: find an existing product and "integrate" into it Mimic: investigate "why" that product is habit forming and apply those features into your own product or service (2)(1)
  8. 8. Key Characteristics of Habit Forming Products Intuitive Get a key solution right first time Iterate Delight Solve a new problem Solve an existing problem
  9. 9. Delighting the customer: Emotional Connection ● Understand the Persona and the habits ● Observe the customer in their environment
  10. 10. Delighting the customer: Stickiness
  11. 11. Delighting the customer: Capture the Feedback Product Embedded Feedback SurveysObservation
  12. 12. Communication - supporting the habit (1) Constant communication - supporting the process through the habit-forming cycle (2) Providing valuable information about the process (3) Guide users, while allowing them to “do it on their own time” (4) Provide feedback
  13. 13. Where to start... (1) List 5 habits of your customers (if you don’t know - ask, observe or assume) (2) Taking each habit, think about how your product either supports it or detracts from it (3) Develop new use cases or scenarios based upon the “Best” fit (4) Plan for stickiness in design process (5) Continuous improvement through measured feedback
  14. 14. questionpro.com @questionpro sales@questionpro.com Nita Sharma nita.sharma@ericsson.com Arnie McKinnis arnie@mckinnis.com Anup Surendran anup.surendran@questionpro.com Click here to get previous Webinar Slideshare - 7 Step framework