Lauren Wood

I mean, we can spend a long time building things that our customers don't really want. I know from being on the post-sale side of things, I've definitely had the frustrations of the product team working really, really hard at a solution that they promised us would solve our problem and then we roll it out and... it doesn't really drive the outcome that we were hoping.

And my team is then still in the weeds solving problems with customers manually instead of having a product solution that kind of alleviated that pain. And so I can really understand the ROI on investing in something like this early. And like you said, it's not...

And my team is then still in the weeds solving problems with customers manually instead of having a product solution that kind of alleviated that pain. And so I can really understand the ROI on investing in something like this early. And like you said, it's not...

And my team is then still in the weeds solving problems with customers manually instead of having a product solution that kind of alleviated that pain. And so I can really understand the ROI on investing in something like this early. And like you said, it's not...

that easy, depending on the company, depending on the business, it's not always easy to get in front of your customers and actually see how they are using your product. And so I'd love to understand who is testing on behalf of your customers? Who are these testers that you're bringing in to actually see how it's being used?

that easy, depending on the company, depending on the business, it's not always easy to get in front of your customers and actually see how they are using your product. And so I'd love to understand who is testing on behalf of your customers? Who are these testers that you're bringing in to actually see how it's being used?

that easy, depending on the company, depending on the business, it's not always easy to get in front of your customers and actually see how they are using your product. And so I'd love to understand who is testing on behalf of your customers? Who are these testers that you're bringing in to actually see how it's being used?

I saw that on your website and I signed up immediately because it's literally one of my favorite things to do is to critique the user experience of kind of everything, but I'm just doing it. Yeah. I'm just doing it in my head. So I was like, oh, this is amazing. Yeah. So I cannot wait to take part in that. And yeah, I can just really see the value.

I saw that on your website and I signed up immediately because it's literally one of my favorite things to do is to critique the user experience of kind of everything, but I'm just doing it. Yeah. I'm just doing it in my head. So I was like, oh, this is amazing. Yeah. So I cannot wait to take part in that. And yeah, I can just really see the value.

I saw that on your website and I signed up immediately because it's literally one of my favorite things to do is to critique the user experience of kind of everything, but I'm just doing it. Yeah. I'm just doing it in my head. So I was like, oh, this is amazing. Yeah. So I cannot wait to take part in that. And yeah, I can just really see the value.

Do you have any examples to share of companies that have seen an impact in their end product by using user testing?

Do you have any examples to share of companies that have seen an impact in their end product by using user testing?

Do you have any examples to share of companies that have seen an impact in their end product by using user testing?

There's a couple of things that are coming to mind here, just like these light bulb moments for me around. We talk a lot about effort scores, customer effort scores, employee effort scores. They are big, big indicators of satisfaction and retention. If something is easy to do, we are much more likely to enjoy the process and stay. And often customer effort scores are surveys.

There's a couple of things that are coming to mind here, just like these light bulb moments for me around. We talk a lot about effort scores, customer effort scores, employee effort scores. They are big, big indicators of satisfaction and retention. If something is easy to do, we are much more likely to enjoy the process and stay. And often customer effort scores are surveys.

There's a couple of things that are coming to mind here, just like these light bulb moments for me around. We talk a lot about effort scores, customer effort scores, employee effort scores. They are big, big indicators of satisfaction and retention. If something is easy to do, we are much more likely to enjoy the process and stay. And often customer effort scores are surveys.

But why do a survey when we can actually see how much effort is going into completing a task? And so I think it's just something that we really need to think about as we're measuring our customers' effort is how can we be doing this in a way that isn't just simply seeing how they felt after they did something, but actually watching them go through it.

But why do a survey when we can actually see how much effort is going into completing a task? And so I think it's just something that we really need to think about as we're measuring our customers' effort is how can we be doing this in a way that isn't just simply seeing how they felt after they did something, but actually watching them go through it.

But why do a survey when we can actually see how much effort is going into completing a task? And so I think it's just something that we really need to think about as we're measuring our customers' effort is how can we be doing this in a way that isn't just simply seeing how they felt after they did something, but actually watching them go through it.

And I know a lot of companies will invest in hiring outsourced agencies or consulting companies to look at these things. But it seems like user testing is much easier to turn on and work with because that's really what you specialize in.