User research: whose job is it, anyway?
summary
Argues that product managers must do user research and gives concrete methods and outcomes: a toilet‑paper comic experiment that raised pulls and sales, Segway and Crystal Pepsi as failures from no user testing, Freshdesk UI choice settled by agents saying they use ticket IDs, Google Maps builds a two‑wheeler mode after immersion in Delhi and Jakarta, Airbnb founders’ host interviews that doubled weekly revenue in a week. Recommends immersion, customer conversations, five whys and reframing questions.
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chapters (16)
- 0:00Start
- 1:02Here's a 'shitty story..
- 3:27Let's 'segway into ...
- 4:48It's time for a drink!
- 6:08How good products are made
- 6:18User research? Pffft..Easy!
- 6:52Why should PMs do user research?
- 17:30Does this seem familiar?
- 20:54Immersion
- 23:55Customer conversations
- 26:39Get Context
- 27:51Set expectations
- 29:19Ask the right questions
- 32:44Bring your allies
- 33:28Don't ask leading questions
- 34:53It's okay to say no
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