Customers must be at the heart of our product, but we kept finding excuses not to engage them. It’s too hard to find customers and I don't have time. I can’t get discovery done soon enough and I need to decide now! We solved these challenges with Customer Labs, where every Thursday we line up 1:1 customer sessions to give us feedback on upcoming ideas and decisions. We’ve drastically reduced the barriers to discovery and made a repeatable pipeline for customer research. In this session, we will show how we combined tools and process to build Labs and the lessons we’ve learned along the way.

Speakers

Kristin M. Johnson, PhD - Senior User Experience Researcher @ Rally/Broadcom
William Kammersell - Product Manager @ Scaled Agile