Customer Discovery Interview
Summary
TLDRThis video showcases a dramatized customer discovery interview, highlighting the importance of professional development and lifelong learning in the context of evolving technology and platform changes. An HR manager, inspired by the challenges of adapting to new technologies, discusses the development of an application designed to assess employees' skill sets for professional growth. The video illustrates the interview process, where the HR manager expresses the continuous need for updating skills due to constant technological updates, and evaluates prototypes for a new tool aimed at facilitating this process. The emphasis is on the significance of adaptive learning tools in managing workforce development in a rapidly changing technological landscape.
Takeaways
- 😟 This is an example of how not to conduct a customer discovery interview
- 😃 The video features an interview to gather feedback on a professional development application
- 👩💼 The interviewee is an HR manager interested in talent development
- 🤝 The goal is to assess employee skillsets to facilitate training on new platforms
- 😐 The interviewer asks leading questions and makes assumptions
- 💸 The interviewer improperly discusses pricing and business details
- 📊 The interviewee wants reporting capabilities to export data
- 🔐 The interviewee emphasizes the importance of security
- 🎨 The interviewer shows prototypes to get feedback
- 😊 Despite flaws, both parties are friendly and express interest
Q & A
What is the goal of the application being discussed?
-The application aims to assess employee skill sets required for a role and evaluate where employees stand in relation to those skills. This helps plan for professional development as technologies change.
What was the inspiration for this application?
-The inspiration came from an instance where many platform and technology changes happened simultaneously. Managers realized they needed a way to assess where teams stood with new technologies so employees could have time to get up to speed.
Why is lifelong learning and professional development important for the company being interviewed?
-It's very important because the company uses many technologies that are constantly changing. Employees need to continually learn new things.
Has the company undergone platform or technology changes recently?
-Yes, they are constantly changing systems, software, and procedures. Keeping people up-to-date is important.
Who would use the assessment tool within the company?
-The tool would likely be used by managers, team leads, HR, and potentially individual employees to evaluate skill levels.
What features would be important in the assessment tool?
-Key features would include security like password changes, reporting capabilities like Excel export, and assessment of commonly used technologies at the company like JavaScript, Node, Mac, Windows, Google Apps.
What e-learning services does the company currently use?
-They use Coursera for engineers, Stack Overflow for Q&A and tips.
Would this assessment process and future planning be useful for the company?
-Yes, the interviewee indicates it would be useful and doesn't see why people at the company wouldn't use such an application.
How did the interviewee rate the initial prototype shown to them?
-The interviewee rated the initial prototype an 8 out of 10 on likelihood to use.
Which of the two prototypes shown did the interviewee prefer?
-The interviewee preferred the first prototype over the second.
Outlines
😊 Introducing the application and its purpose
The paragraph introduces an application that lets you assess the skill sets required for a given role. It matches employees to those skill sets to help plan for professional development as technologies change. The goal is to help talent develop and not get overwhelmed with new platform and technology changes.
😃 Demonstrating prototypes and getting feedback
The paragraph shows the customer two prototypes of the application and asks them to rate and react to the designs. The customer rates the first prototype an 8 out of 10 and likes it better than the second prototype, which they rate a 7 out of 10.
Mindmap
Keywords
💡customer discovery interview
💡professional development
💡platform changes
💡assess skills
💡ramp up
💡lifelong learning
💡password changes
💡export reports
💡Coursera
💡prototype reactions
Highlights
Example of a bad customer interview filled with assumptions and leading questions
Interviewer admits their inspiration was an internal company problem they aimed to solve
Asks interviewee how important professional development is, doesn't allow them to elaborate fully
Interviewer leads with a price point instead of asking open questions about value
Asks for sensitive company data like employee count without building enough trust
Asks about specific technologies to assess instead of letting interviewee share what's important
Interviewee shares pain points around password changes and reporting, but interviewer ignores
Interviewer asks about e-learning services actually used instead of making assumptions
Checks in if interviewee thinks others would use tool instead of assuming broad appeal
Shows prototypes and asks for feedback instead of just explaining product
Quantifies feedback on first prototype with a rating system
Compares ratings between two prototypes to determine preference
Thanks interviewee for their time and feedback at end
Key takeaway is importance of avoiding assumptions and leading questions in interviews
Highlights how poor interview practices can turn off prospective customers
Transcripts
oh hello Internet just in case you're
coming upon this video in a different
context this supports a case study whose
location you can find at the bottom of
the screen here now I'll just mention
that what you're about to see is more of
a how not than a how-to so with that in
mind please enjoy this dramatization of
a customer discovery interview good to
see you - thank you so much for making
it no problem I think professional
development is super-important I'm happy
to help with whatever you need you wanna
have a seat over the table here you sit
here oh there you are sir so we're
working on an application that lets you
assess the skill sets required for a
given role and we're given employee is
on those skill sets and the purpose of
this is to be able to plan for
professional development as things
change and you change technologies and
you want to help your talent develop
this is something I'm an HR manager
myself yeah before I started this and
really my inspiration for all this was
that we had a bunch of big platform and
Technology changes that happened at the
same time the manager said whoa we need
a way to assess where our teams are in
this so that they can have time to ramp
up on these new things that's and they
don't get overwhelmed and overworked
and so that's really this friction and I
was just hoping to ask you a few
questions about this there's such a all
right
how important is lifelong learning and
professional development to your company
it's very important we have a lot of
technologies here I'm just gonna take
notes oh okay thanks yeah um new
technologies we're using people have to
learn all this new stuff all the time
and it's just never-ending
would you say it's one of your top
priorities um yeah that and recruiting
I'm you know we're constantly trying to
get
with all the right skills in the right
place and what have yet undergone any
platform changes technology changes that
that would have necessitated such a plan
yeah we're constantly changing systems
around here new software new procedures
and it would be great to have people
have to date on stuff and so so yes
basically uh yeah and would you be
interested in using a third-party tool
to assess where people are and how to
plan those things
sure okay
and if you were to use a tool like that
how much you would you be willing to pay
um I don't know I'm not sure I'm the
right person to make that decision well
does five dollars per user per month
seem reasonable for something like that
um it doesn't seem unreasonable but
again I'm not the right person and
roughly how many people do you have
working across software development IT
and project oh we have 1200 people here
so in all the different departments I
don't work with all of them but across
all our departments and if you were
gonna use such a tool what technologies
and platforms would you would you want
to be able to assess this is just for us
to kind of plan okay um a lot of our
engineers use JavaScript node in
particular they're on Macs Windows
Google Apps third-party apps we have
proprietary apps that we have here so
it's a huge range got it and what
features would you want in such a
product
well because Security's important the
ability to change passwords we had a
huge software change because we had this
program where everybody had to come to
me to get their password change they
could just do it over email so I don't
want that to happen again
and people ask me for reports all the
time so I like to export to excel and do
stuff my reports in there so that would
be important
and what elearning services do use at
present um we use Coursera engineers'
you stack overflow for to get you know
and questions and answers tips but we
don't and do you think that it's it's
useful to go to like plan this stuff and
assess it in the future
sure and do you think people your
company would use such an application um
I don't see why not
yeah yeah great so if you don't mind I
was just hoping to show you a couple of
prototypes of just kind of have you
react to them okay cool this is the
first one I'll give you a second to kind
of take it in and on a scale of one to
ten how likely would you be to use this
um it looks nice it looks like you put a
lot of work into it probably eight and
inked and then I just have one warm and
a shirt okay and how about this one um
this one looks good too but I think I
like the other one better so maybe a
seven guy
Helen thank you so much for making the
time no my arms you know problem is
super nice to meet you
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