Getting feedback and listening to what customers have got to tell us has been the favorite part for all of us product folks. Whether it’s a new app, feature, or even a little shiny interaction, we love getting validation from our audience. We’re in the constant exploration of how best to solve our users’ problems and jumping in as the demi-gods they’d see. But wait, how do we know what exactly goes on in our users’ minds? Like literally brain-reading them.
Kristen Berman is the CEO and co-founder of Irrational Labs, a behavioral product design firm. She helps companies like Google, Airbnb, PayPal, Microsoft, and LinkedIn improve their products and services through behavioral design research. Yes yes, the one where she helps builders and founders design, test and scale products by learning behavioral economics. Kristen’s work has been featured in The Stanford Innovation Review, TechCrunch, and Scientific American.
In this video, Kristen shares her ideas around why customers of a product aren't always right—it's important for product builders and teams to not blindly build what customers ask for, but to deeply understand the psychological behavior behind their actions.
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Twitter: https://twitter.com/bermster
LinkedIn: https://www.linkedin.com/in/kristenberman/
Her work: https://irrationallabs.com/