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Today’s talk will start in 15 minutes! 
https://abs.twimg.com/emoji/v2/... draggable="false" alt="🎙️" title="Studio microphone" aria-label="Emoji: Studio microphone">https://abs.twimg.com/emoji/v2/... draggable="false" alt="🏡" title="House with garden" aria-label="Emoji: House with garden"> 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
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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& #39;s opening guest and we& #39;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& #39;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& #39;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://abookapart.com/products/... href=" https://portigal.com/books/
And">https://portigal.com/books/&qu... Steve on a previous #mtpcon stage: https://www.mindtheproduct.com/great-user-research-for-non-researchers-by-steve-portigal/">https://www.mindtheproduct.com/great-use...
https://abookapart.com/products/just-enough-research
And">https://portigal.com/books/&qu... Steve on a previous #mtpcon stage: https://www.mindtheproduct.com/great-user-research-for-non-researchers-by-steve-portigal/">https://www.mindtheproduct.com/great-use...
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
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& #39;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& #39;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& #39;t leave them hanging - focus on the forward path" #mtpcon
Wrapping up today& #39;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/">https://www.mindtheproduct.com/apac-digi...
