Intercom, Inc.

NOVEMBER 21, 2019

Then, armed with these insights, you can create an empathetic, data-driven customer journey that helps your customers achieve their vision of success. A different approach is the Jobs-to-be-Done framework. No one knows this better than Sprout Social’s Director of Marketing Strategy, Tara Robertson.

Customer Experience 34

Customer Experience User Testing Customer Feedback User Friction 34

The Product Coalition

NOVEMBER 16, 2020

You can find the first part here: Case study: what’s wrong with Soundcloud and what opportunity it misses I will be exploring how differentiating the content can: Allow a highly tailored experience across different areas of the product Help Soundcloud catch strategic opportunities while playing with their own strengths.

Product Research 82

Product Research Positioning Customer Experience Research Software 82

Intercom, Inc.

FEBRUARY 22, 2018

What I find to be one of the biggest hallmarks, if not the hallmark of quality onboarding, is to blur the lines between the core use of your product and the introduction of your product to the point where people can’t really differentiate between the two. The closest thing is browsing a magazine, which are monthly subscriptions.

Onboarding KPIs 194

Onboarding KPIs User Testing Customer Experience Research Software 194

Business of Software Conference

OCTOBER 23, 2019

I’m going to start off with a story and then I’ll give you some frameworks that I used to resolve the difficulties I ran into in my first month as V.P. It’s biased by recency – the guy I talked to yesterday or the magazine article I just read. So if anybody did come from China see me…. You don’t.

Customer Experience 61

Customer Experience User Testing Onboarding KPIs Research Software 61