Steve from Red Bullet. What does it actually mean to understand user needs? How do we do it right? Here we explore a few ideas and techniques to ensure you're always on the pulse of your customers needs and habits online.

1. Understanding
user needs

2. 1. Find out who your users are
2. Get to know your users
3. Make user informed decisions

4. “ What can we do to make this
person’s life better, easier or more
comfortable? ”
source: Volvo XC60 brochure 2015

5. Your
Users
Your
Goals
you’ve got to work in here

6. sometimes its about getting out of
a users way - not putting things
in front of them you think they
need to see

7. Who are your users?
~ what are their needs?

8. - Inspectlet - www.inspectlet.com
screen capture of real users on your
site - from free to $300 p/m
- Intercom - www.intercom.io
communications tool - automate /
simulate you - various triggers to
action - free to $57 (current offer)
- User research - actually taking to
users - interviews, studies, user
testing etc

9. lets look at email

10. lets look at email
1000 10%
Mondays are a housekeeping day for most people - subconsciously if not intentional.
People get into work, sort stuff out, shuffle some papers, have a cuppa and a gossip -
its a catchup day, you tie up Friday and get ready for the rest of the week.
Tuesday however - thats a new day! - its business time!

11. Get to know your users

12. emotional
physical
technical
Get to know your users

13. The more you get to know your users, the more
you understand them = the more they trust your
brand, your product, your site, your company.

14. Understanding your users brings
better products, better service,
and a more successful digital
strategy.

15. Making user-informed decisions

16. source: intercom.io

17. source: intercom.io
Learn from your users, and make
decisions that are informed by
their input

19. So what have we looked at?
1. Find out who your users are
2. Get to know your users
3. Make user informed decisions

20. "Understanding user needs enables better
service design which results in greater
digital take up, higher compliance, more
effective policy outcomes, fewer user
errors and inaccuracies, reduced failure
demand and, overall, makes your service
better value and cheaper to run."
- Leisa Reichelt .gov.uk

21. Thanks!