Interactive User Success Canvas, Printable User Success Canvas
But before you build and grow a product-led business, you need to first take a step back to understand your users. Because ultimately, knowing and understanding your users' motivations and anxieties is the foundation of delivering value to your end users.
In this course, you will:
Ramli John:
All of this I've summarized in a worksheet that you can use. It's called the User Success Canvass. It's something that we've put together here at [ProductLed Institute 00:00:10] where there's three aspects that we've talked about. The first one on the very right is, who do they see? What are the functional jobs that they see? What are the desired outcomes they see themself doing?
Ramli John:
The very bottom is, what do you feel? What are the emotions that you want them to feel when they accomplish a desired outcome? On the very far left it's, what do you want them to hear? What do you want their colleagues to say about them? What do you want friends to say about them? What do you want customers to say about them?
Ramli John:
So, this is now available in the learning portal, and your task for this week is to create one of these at least for one of your user segment. Let me give you some examples with this. Two examples. The first one is a little bit more fun. It's the user success canvas for Super Mario. So, let's fill in the user segment. In this case, Super Mario designed by Transformer Class, date. So, this is just a way for you to track changes because it needs to be an evolution. It changes as you learn more information.
Ramli John:
So what do they see? So, how many of you are familiar with Super Mario, what he sees himself doing? What is success to him? Success to him is saving Princess Peach and destroying Bowser. That is success for him. That's what he sees himself doing. What does he feel when he achieves this, by taking on this flower when he levels up? He feel powerful. He feels strong. And what does he hear himself... other people talking about him? So, "You're my hero," and, "We're free, you've save us from this tyranny, this Bowser, and you are our hero."
Ramli John:
That's just a more fun example, but let's bring up intercom because we've already talked about it. Intercom with the live chat. So, we're going to focus on revenue teams because... this is really important to point out that this user success canvas is by segments. Like, for example, intercom has a different user segment than server, which is the support team. Right now revenue team is who we're going to support because they would have a different success vision than a support team.
Ramli John:
So, what does a revenue team see as a successful state using intercom? So they would see themselves responding to online inquiries quicker. And because of that, they see themselves acquiring customers faster. That is success to them. What are the emotions that they would feel? So they would feel confident, and they would feel empowered. And they would feel, maybe, cutting edge. And what do they hear their colleagues saying about them? For customers, they would want to hear the customers say, "Wow, they responded within two minutes. They really care about me." And for colleagues, they would hear, "We just hit our revenue goal sooner than we expected."
Ramli John:
This is the user success emotional, functional, and social aspect for Intercom, specifically for revenue teams.
