A Faster Horse. Skills for understanding the difference between customer needs and what they ask for.

Session Materials:

Henry Ford is attributed with saying "If I asked people what they wanted, they would have said a faster horse". This session focuses on strategies for getting the most out of interactions with users. We'll discuss strategies for getting at the “real” information. Users are experts at their work, but not at describing it to us in the way we need to hear it. But users know their challenges better than we do. This session includes information about how to: * Use basic active listening techniques with customers * Ask unbiased questions to get higher quality information * Manage some common challenges that arise when talking to users * Effectively capture the information that users share with you This session will be presented by Joan Wortman and Michelle Erickson who have 30+ years of combined experience designing and developing software. Both are currently User Experience Specialists working at the MathWorks. If you are interested in getting a copy of the material (and cannot access it from the link above) feel free to contact Joan Wortman at Joan.Wortman@mathworks.com