Chapter 2

Can one small call beat a big research project?

Một cuộc gọi nhỏ có thắng một đợt nghiên cứu lớn?

The chapter's question

What evidence from users can I get this week without asking for budget?

Big idea

One short call each week is worth more than one big research project each year.

In this chapter

  1. Part 2.1

    Three Twenty-Minute Calls

    How do I find three users to call this week?

  2. Part 2.2

    Sitting With Support

    What does an hour listening to the support line tell me that reports do not?

  3. Part 2.3

    Watching Someone Use It

    At which screen do users stop when I just watch without helping?

  4. Part 2.4

    Messages in Customer Groups

    Which questions do users ask over and over in messaging channels?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Empty Chair in the Meeting Room is free to read right here.

Read in Conan School

Chapters of The Empty Chair in the Meeting Room

  1. 1.Is that what users want, or the loudest voice?
  2. 2.Can one small call beat a big research project?
  3. 3.Are my notes written for me, or my team?
  4. 4.Is late evidence still evidence?
  5. 5.Too busy to listen to users: what's the harm?