User research and usability testing: using customer resources to improve the interview

Article Description: The three cheats were successfully interviewed by the user.

User research and usability testing, the recruitment of suitable users, is the basis of effective user study. Due to the particularity of commercial products, we also have some restrictions on our visit to our customers ' source channels, and these limited customers are not successful in every appointment. How to make effective use of customer resources to improve the success rate of the interview? Summed up some experience for your reference, hoping to help in the work.

Customer Interview Process:

Tips for a visit before the preparation

1. The mentality is ready--in the telephone about before the interview adjusts the good mentality, do not be afraid to be refused to call, can imagine is to call own friend.

2. The preparation of the words--telephone about the interview before the full words of preparation and practice (communication, the rejection of words), it is best to say about the interview to write out, easy to see.

3. List preparation-Identify the target user list of the project needs, preferably the city from its own area, confirm the call time and telephone number (preferably mobile phone number, second landline with extension number, last landline)

4. Call time-should avoid in the customer meeting/Lunch Break time, you can choose in the afternoon of Monday appointment for this week's customers, afraid of a long interval of time customers have forgotten, there is a failure.

5. Booking meeting Room--Sometimes the office environment is noisy, difficult to hear the dialogue or leave a bad impression to the customer, you can find a quiet space to visit the customer, to avoid foreign interference.

6. Route arrangement-can plan the interview route in advance, make reasonable arrangements, such as a day to visit several customers, as far as possible to the nearest customers about the same date, in order to improve efficiency.

Scroll two attention in the interview

1. Short and powerful, call time as far as possible to control in 3-5 minutes, not long-winded.

2. Enthusiasm and smile, call the process of smiling, voice will also convey a very pleasant feeling, so that customers may sound more affinity.

3. Speak Clearly, dancing appears, coherent, maintain proper volume and speed.

4. Eliminate conflicts of interest, avoid hitting the customer's pay phone, causing losses to customers, the chances of success of the visit is very low.

5. Word Operation processing

1 Self introduction-such as, Hello, excuse me is Miss xx Mr./xx? I'm xx, is it convenient for you to speak now?

2 confirm the role of the customer-are you responsible for the operation of XX staff?

3 Explain the purpose of the interview-want to conduct a door-to-door user interviews, interviews, etc. in a short and understandable way to describe the good, not too in-depth description, you can say we want to get feedback from customers, and what we can provide information to customers.

4 Gifts, time, number, identity-the interview will be given gifts, about 1 hours, researchers will have 3-4, product managers, designers, users and other researchers.

5 Agree to interview time (choose one method)-Do not use the question-style, but to use the choice of methods to ask questions. If you look at the Wednesday 14:00 or Thursday 10:00 can you, instead of asking when the customer can be interviewed? (to guide the customer, let the customer choose to accept one of two points in time, reduce the probability of rejection)

Tips three customer rejected processing

1. The client said, "I don't have time."

Sometimes the customer is really busy (meeting/driving, etc.), some customers are in the push, this time can ask the customer about when there is time, whether can be how long (time by the customer decision) and then call back. If the customer says no, then say thank you after the conversation is over, if the customer gives you a time period, that can be played a second time, and in this case, the probability of success is often higher.

2. The client said, "I'm not interested."

At this point we can focus on the advantages we can bring to customers, useful information or problem solving, so that customers have a certain psychological compensation comfort, and think we will help them some.

3. The client said, "We'll contact you if we need to."

This kind of rejection is very high, the general customer will not be the initiative to call you contact. So need to grasp the opportunity, but also to see the attitude of customers at that time, if more friendly, expect customers to give more than 2 minutes, and then focus on our research value, to help customers grow, and reflect the attitude of customers, but also a certain degree of success probability.

4. Rejected by the front desk

Sometimes the customer stays at the company front desk number, we often can not directly find the target customers, is directly rejected by the front desk often happen, in order to avoid being hindered by the front desk, then need some words of the processing, such as, I am Baidu xx, there is xx need to find XX, trouble you transfer or contact the way, thank you. What you need is sometimes not an interview, because the chances of being directly rejected are high, suggesting that you need a communication or problem-solving class.

In fact, it is not difficult to visit customers, master these cheats, and more practice, I believe that the success rate of the visit will be more and more high.