This Blog was authored by Paul DiGioia, Designer at Nutanix
IntroductionIn our journey to build intentful, opinionated, and delightful products, we focus our creative attention directly on our customers. However, access to this specialized group of users can be difficult. When designing web-scale solutions, time and resources are limited. In this article, we describe our method for efficiently obtaining user feedback, and explain the benefits of incorporating user feedback into the design process.
Hungry to Provide the Best User ExperienceHungry to be the best - it’s part of our core values here at Nutanix. Our entire team is committed to creating the best user experience for our customers. To accomplish this, we are passionate about getting feedback. Working directly with our customers is one method we use to ensure we are building solutions that meet their needs and designing interfaces that are a delight to use. Nutanix builds solutions for a very targeted set of users. These users can be challenging to find, and it can often be difficult for them to make time in their busy schedules. In addition, traditional methods for obtaining user feedback present many challenges. Traditional user feedback options include: On-Site Customer VisitsDesigners can travel domestically or internationally to the customer’s work site to observe users and gather feedback. This option can be somewhat costly (both in terms of dollars as well as time), difficult to coordinate, and inconvenient for users (this is the design equivalent of couch-surfing). There are also challenges to scaling this solution. For each additional observer that is sent or customer to visit, there is a corresponding increase in cost.
Visiting Local UsersThis is similar to the on-site customer visits mentioned above, but restricted to customers within driving distance. This cuts down on potential costs, for example, carpooling allows for more efficient travel. The downside is that this limits the pool of potential customers to a specific region and can lead to feedback results that are skewed to that specific region. For example, feedback from users in the San Francisco Bay Area can have interesting variations when compared with national or international feedback.