Users don't speak the truth.
Haebom
When we build or improve a product, we usually run user tests. Talking with users is extremely important, but miscommunications can easily happen. Especially, users’ reactions or comments can sometimes steer product development in the wrong direction, so we need to be cautious. Let's look at three main points to be careful about. This also includes feedback from general users or people around us who don't match our customer persona.
Praise for the product
Compliments feel good, but they're not always an honest evaluation of the product. Most users want to be polite, especially with people they've just met.
How to respond: Thank them for the compliment, then guide the conversation back to the topic. It's helpful to ask if they've actually used what they're praising and to ask for concrete reasons.
Vague conversations about the project
General, future-facing or hypothetical talk doesn't help much. The key is to focus on what the user is doing now, and what they've done in the past. Usually, these kinds of conversations sound like: "Wouldn't it be nice if we did OO?"
How to respond: Ask specific questions to draw out a more meaningful conversation. Ask about examples from the past, and get to know their real challenges and pain points by asking about the difficulties they've faced.
Pride and bluffing
Since users are human too, sometimes the moment they feel like they don’t know something or feel underestimated, they’ll stretch the truth. They'll pretend they already knew about something, act like they understand concepts they're actually not familiar with, or exaggerate how much they spend.
How to respond: Ask specifically, but frame your questions around a timeline. This makes it easier to spot inconsistencies. If you can, prepare by gathering the user's data in advance, so you're ready to account for any inaccurate statements.
A flood of ideas
Users often suggest appealing features or ideas, but they may not really be necessary or even possible to implement. (Honestly, some features sound nice but are difficult to make or hardly get used...)
How to respond: Try to figure out the root reason the user brought up that idea. Ask about how they currently handle the problem and how they feel about it. And don’t forget to trust your own instincts, too.
Conversations with users are a crucial part of developing a product. But these chats can also take things off course, so always consider user feedback carefully and focus on the product’s core value and direction. Figuring out users’ real needs and pain points is key to product development. Finally, Song Min-ho’s lyrics from Epik High’s track “No Thank You” come to mind.
Now the public, who doesn't know the R in 'Rhyme,' is a producer / My uncle who farms is practically an entertainment company boss / And my nephew acts like a music critic
So what counts as real user feedback? Obviously, it's the feedback from customers who actually use your product, or users who have their own retention or user journey map. Listen to the folks who use your product or service often, thoroughly, or with a specific intent—even if it isn’t a perfect version. Don't get too influenced by just one side, though. As I always say, startup founders need to stick to their guns a bit. lol
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I post articles related to IT 💻, economy 💰, and humanities 🎭.
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haebom@kakao.com
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I post articles related to IT 💻, economy 💰, and humanities 🎭.
If you are curious about my thoughts, perspectives or interests, please subscribe.
haebom@kakao.com