Learn Before
Relation
Activities for the Listening Phase
- Pay attention to user sentiment via social media or any platform for gauging user problems, successes, frustrations, and references.
- Reduce the need for training. Training is often a workaround for difficult user interfaces, and it’s expensive. Use training and help topics to look for areas ripe for design changes.
- Communicate future directions and be transparent with any modifications or changes to Customers’ experience or use with a product or service. Users can be adaptable to changes, but poorly implemented or unexplained changes can undermine the success of that product or system.
- Recruit people for future research and testing. Actively encourage people to join your pool of volunteer testers. Offer incentives for participation and make signing up easy to do via your website, your newsletter, and other points of contact.
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Updated 2022-04-10
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Tags
User experience (UX) research
Design Science