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Summary
How does IBM co-create with our end-users to design products they love? Learn how the IBM Cloud and AI research team created a User Experience Program that formalizes and scales the relationship between our product teams and the end-users. User Experience “Partners,” as we lovingly call them, co-create with our product team to help refine IBM products by providing feedback, ideas, and domain expertise.
Key Insights
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The User Experience Program ensures user feedback is integral to product development.
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Sustainable relationships with users enhance product offerings and overall user experience.
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Recruiting diverse participants is essential for comprehensive user feedback.
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Regular feedback sessions with users minimize the gap between expectations and reality in product design.
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The importance of strong internal partnerships to support user engagement and feedback processes.
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User experiences shape product direction; engagement allows users to feel invested in product outcomes.
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Effective communication and relationship management are crucial in maintaining user engagement.
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Long-term partnerships with users lead to continuous innovation in products.
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Regular updates to users about how their feedback is used fosters trust and loyalty.
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A focus on diversity and inclusivity strengthens the program's insights and outcomes.
Notable Quotes
"User feedback has tremendous value; it minimizes the gaps between what we think users want and what they actually want."
"The user experience program allows customers to influence the products they use every day."
"We focus on delighting our customers; our goal is to continuously deliver world-class user experiences."
"We don't promise that feedback will show up in the product, but we value every piece of input."
"Building relationships with users is key to developing better products that meet their needs."
"Recruitment for the program is a continuous evangelizing effort within IBM."
"Creating a robust user experience program takes a lot of time and effort, but it's worth it."
"User experience partners help shape the future state of the product by providing their insights and expertise."
"Engagement with our UX partners is about collaboration; we co-create with our product teams."
"It's important to maintain open lines of communication, ensuring that we respect our partners' time."
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