Improve Your Software By Seeing It From the End User's Perspective with ServiceMax

Name: Improve Your Software By Seeing It From the End User's Perspective with ServiceMax
Uploaded: 2018-08-26T21:00:00+00:00
Duration: 1 min 2 s
Channel: Jason M. Lemkin
Description: ServiceMax's approach to product improvement goes beyond internal testing. The company sends team members to customer sites—oil rigs, power plants—to…

26 Aug 2018 · 1 min

Watch on YouTube

1:02

ServiceMax's approach to product improvement goes beyond internal testing. The company sends team members to customer sites—oil rigs, power plants—to watch how field technicians actually use the software. What they found in the field revealed usability problems that internal testing never caught.

Chapters

For many SaaS businesses, we're able to apply that we all— something that we all call eating your own dog food, right? So you use your own software and you have a good sense of what could go wrong and where you need to fix the product. Well, our customers, they go out and fix things like oil rigs and power generation plants, things like that. There's no way we as software folks are going to be able to eat our own dog food. So I started, when I would have meetings with my customers, I say, hey, can I go out with your guys? Can I go out and see what they do, what they're fixing, what they deal with on a day-to-day basis? And it was amazing to see the business from the end user's perspective, see what they were dealing with when they were using our software, which wasn't always perfect, right? You don't You just don't know until you actually live the life with your customers.