Deploy Empathy

A practical guide to interviewing customers

23 followers

A practical guide to interviewing customers

23 followers

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Customer support tools

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User research

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Books

Deploy Empathy will help you learn the skill of talking to your customers so that you can pull out their hidden needs, desires, and processes. By the end of this book, you’ll be able to interview customers and potential customers with confidence.

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User Experience•Books

Launch Team

Shavin Peiries

Hi Michelle, congratulations on the launch! I have a question: When a book like The Mom Test exists why did you write deploy empathy & how is it different?

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4yr ago

Michele Hansen

Geocodio

Maker

@shavin47 Great question, Shavin! The Mom Test is an excellent introduction to the concept of talking to customers. When I interviewed 30+ readers of the early draft, many of them cited it as being the lightbulb moment when they realized they could talk to people and get info back. The Mom Test is more geared towards the pre-launch/discovery phase, whereas Deploy Empathy speaks to other phases as well (such as stopping churn, getting more customers, and testing experiences to see why something isn't clicking). Rob Fitzpatrick, author of The Mom Test, has noted himself how my approach is a bit more structured since I include several sample scripts and templates in the book, but the methods are fundamentally in harmony with one another. I tend to think about the different books available on customer research on a scale of 1-10. Level 1 is the most beginner-friendly and Level 10 assumes the most prior background in user research. On that scale, I'd say The Mom Test is Level 1, Deploy Empathy is a 2, Cindy Alvarez's Lean Customer Development is a 4, The Jobs to Be Done Playbook is a 5, Steve Portigal's books are a 6, and Acting with Technology is a 10 (extremely academic).

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4yr ago

Shavin Peiries

@mjwhansen Thanks for this Michele. I've mainly dealt with discovery phase work, it's great to know that Deploy Empathy covers other facets of customer research in product development. I look forward to adding deploy empathy to my designer toolkit :D

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4yr ago

Michele Hansen

Geocodio

Maker

@shavin47 yes! I think there’s space for multiple books on everyone’s shelf about customer research :)

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4yr ago

Shavin Peiries

@mjwhansen No such thing as too much empathy for the customer ;)

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4yr ago

Nadav Kempinski

@shavin47 @mjwhansen Thanks for the book recommendations, and thank you for writing such a valuable tool for creators to understand how to engage their audiences!

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4yr ago

Michele Hansen

Geocodio

Maker

Hi everyone! I wrote this book in public as a newsletter and it's been wonderful to have so much support from the community. Please feel free to ask any questions you may have!

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4yr ago

Ana Bibikova

Wizen Guides

Deploy Empathy is one of the best - no, scratch it- it is The Best - book on customer interviews I’ve ever read. If you’ve never done it before you’ll start running interviews like a pro right after gobbling up the pages in one breath. If you’ve done it - still read it. Might find out that you’ve tackled it at a wrong angle. Can’t sing the praise loud enough for this book. If it was for me, I’d add it to the must read list in every business school and MBA program instead of outdated HBR issues:)

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4yr ago

Michele Hansen

Geocodio

Maker

@anab Thank you Ana! And thank you so much for the wonderful comics you made explaining the concepts of the book. I recommend people check them out—several readers remarked on how delightful and refreshingly different they are! https://www.getrevue.co/profile/...

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4yr ago

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Deploy Empathy

A practical guide to interviewing customers

A practical guide to interviewing customers

Deploy Empathy

A practical guide to interviewing customers

A practical guide to interviewing customers

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