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Today’s talk will start in 15 minutes! 
Join @audjcheng, VP Product at PushPay, talk about when your customers are remote - sign up now (if you haven’t already) http://mtp.io/apac2020livekeynotes
And stick around for the daily Q&A, hosted by @bfgmartin #prodmgmt #asiapac #mtpcon #apac
Join @audjcheng, VP Product at PushPay, talk about when your customers are remote - sign up now (if you haven’t already) http://mtp.io/apac2020livekeynotesAnd stick around for the daily Q&A, hosted by @bfgmartin #prodmgmt #asiapac #mtpcon #apac
We can see you all logging in right now, almost ready to go. Auckland, Pune, Tokyo, Vancouver, London... great to be bringing the Product world together in this way! #mtpcon
Opening remarks from @bfgmartin first, with @thedailyem on hand for Q&A moderation - @audjcheng of Pushpay is today's opening guest and we're talking engagement of remote customers in discovery #mtpcon
Customer insights help you think differently, help you truly understand the JTBD for your user #mtpcon
When you're remote by geography (NZ!) with a small local population, thinking global comes by default - but pretty much everywhere is 11hr flight minimum #mtpcon
The feeling that customers are scarce makes you very intentional about actual interactions, focus on getting the best results from every opportunity #mtpcon
Scarcity teaches you to sharpen your practice. For Audrey, 80%+ customer interactions are remote. Democratise research, employ experts, ensure all PMs and Designers are engaged #mtpcon
How? Daily customer office hours; generative research; research and surveys; beta testing; workshops; prototyping and follow up. Takes time to develop the full programme, be ok with starting small #mtpcon
Challenge: southern hemisphere firm serving northern hemisphere customers; Not only language and cultural differences, but seasonal opposites too! #mtpcon
The closer to your customer's timezone you can operate, the easier it is to engage them. Make those overlapping work hours really count, or be more flexible to suit your customer #mtpcon
Choose simple tools to get started - upgrade and update as you learn and develop complexity #mtpcon
Be realistic on limitations and assumptions, give yourself a good shot at success! #mtpcon
Learn the basics and start small; make a plan; build relationships with customer teams; share your lense! #mtpcon
Book reccos: Interviewing Users, Steve Portigal; Just enough research, Erika Hall. #mtpcon
Those book links:
https://abookapart.com/products/just-enough-research
https://portigal.com/books/
And Steve on a previous #mtpcon stage: https://www.mindtheproduct.com/great-user-research-for-non-researchers-by-steve-portigal/
https://abookapart.com/products/just-enough-research
https://portigal.com/books/
And Steve on a previous #mtpcon stage: https://www.mindtheproduct.com/great-user-research-for-non-researchers-by-steve-portigal/
Video will be shared with registrants later - Audrey sharing some great templates for planning your research programme, customer feedback, etc #mtpcon
Share your insights - make sure the wider team benefits as much as possible, share the Why. #mtpcon
The best time to start? NOW! #customerresearch #mtpcon
Onwards to the Q&A session, Audrey talking about how to take the first steps - recruiting customers for discovery work via the CX team #mtpcon
Use your existing product to recruit customers for new discovery - and your sales team too! #mtpcon
Let's talk pitfalls: drop-off rates are higher with remote; greater flexibility required; remote tech can be a friction point, be conscious of user limitations #mtpcon
Tools & techniques: embed researchers within teams for better sharing. Regular meeting schedule to encourage sharing. Have the researcher and PM present findings together to wider audience. Make call recordings available internally #mtpcon
Great to see alumni from the stage last year in the audience chat for today's presentation - always be learning! #mtpcon
Time assigned to user research varies according to problem, stage of product, level of assumptions currently in use and more. #ItDepends #mtpcon
How much do you share back with those users? "We feed back to ensure they know what action is being taken as a result, don't leave them hanging - focus on the forward path" #mtpcon
Wrapping up today's keynote, one more tomorrow. Last chance to register if you want to catch author and coach @barryoreilly https://www.mindtheproduct.com/apac-digital-event/
