Identify your bullseye customer in one day | Michael Margolis (UX Research Partner at Google Ventures)

0:00 You have done thirty years of work and iteration and refinement. You're here just to tell us here's the most important thing you need to know, and here's how to do it based on all the time I've spent. Help us understand what is a bullseye customer. Every ambitious founder wants to build a product for everybody, but it doesn't start there. Amazon started just selling books, or Facebook was just profiles for college students. So a bullseye customer is The very specific subset of your target market who initially is most likely to adopt your product or service. Why this of all the things that you can focus on of a startup journey. It helps you get really deep in understanding who are those people and understanding what they need. It helps you prioritize the feedback you're getting and it just gets everybody as a team much more aligned on what are we doing and what are we doing first. You have this bullseye customer sprint that your book describes. You basically give people a a plan for how to figure this out in a day. Which sounds like a dream. The basic formula, the way I think about it, is is five and three in one. So it's five bullseye customers and three very simple prototypes, and then we conduct those interviews in one day while the whole team is watching and debriefing and kind of thinking about what are the key big takeaways at the end of that. Where do you start? So step one is

1:14 Today my guest is Michael Margolis. Michael has been a UX researcher at Google Ventures for almost fifteen years. Where he's worked with over three hundred companies to help them get unstuck. Move faster and build something that people want. He helped develop the design sprint method made famous by the book Sprint.

1:30 And more recently wrote a book called Learn More Faster, how to find your bullseye customer and their perfect product. Which essentially helps you identify and refine your ideal customer profile in a single day. I've said many times on this podcast that one of the biggest mistakes founders make and product teams make is not being very clear and very narrow. with their initial target market. And I've been looking for a book and a guide to help people figure this out. This book is that.

1:55 And also, this book is completely free and available online as a PDF. Michael is not looking to sell books or drive leads to Google Ventures. He genuinely simply wants people to avoid pain and avoid wasting time building something that nobody needs. In this episode, we go step by step for how to identify your bullseye customer, how to interview people, how to recruit people, and how to refine your idea to build something that people actually want. This episode is both for founders and also for product teams at larger companies who want to avoid building something that nobody cares about. If you enjoy this podcast, don't forget to subscribe and follow it in your favorite podcasting app or YouTube. It's the best way to avoid missing future episodes and it helps the podcast tremendously. With that, I bring you Michael Margolis.

2:38 Michael, thank you so much for being here and welcome to the podcast. Thank you so much. I'm thrilled to be here. So we're gonna be going really, really deep on how to very clearly and also just very quickly.

2:52 Identify your Bullseye customer. which some people refer to as ideal customer profile or ICP. There's differences there. We're gonna touch on that. But You wrote a whole book about this very specific topic. I have it right here. It's called

3:06 Learn more faster. And the subtitle's important, how to find your bullseye customer and find their perfect product. And interestingly, this topic has actually come up a bunch on recent podcast episodes. So I've been like telling guests, hey, we're gonna have a whole podcast episode about this very specific topic. I'm very excited about. So Michael, again, thank you for being here.

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5:31 all while avoiding the never-ending maintenance that comes with rolling your own integrations. Visit useparagon.com slash linen to see how Paragon can help you accelerate your product's integration roadmap today and get$1,000 in credit on their pro and enterprise plans. That's UsePar G O N.com. I wanna start with Give you a chance to just share the work that you have done over your career that this framework and process is rooted in because it's based on a lot of Hands on.

6:03 work with startups and founders. So just Talk about the work that you have done. That has led you to this. Process and framework. Yeah. So I've been doing this kind of product and UX work for

6:13 Over thirty years. So the work that I'm gonna describe here is kind of the culmination or the synthesis of about thirty plus years. Of that. And so there are a lot of different pieces that I've picked up along the way and recombined and adapted for this. So Started out studying anthropology. My first job was working in educational software as an editor. So it was kind of introduction to UX. My introduction to usability testing.

6:35 And went from there to Uh working at a boutique Product design inv innovation. uh studio. So basically consulting with big companies like Alcoa and DuPont and Ericsson. And so learning really deep ethnographic research techniques.

6:49 Very big, long, expensive projects. Consulting projects. Um and then from there I went to Walmart.com. So Going from there to Walmart.com was really learning to take those techniques and compress them and accelerate them.

7:02 Walmart is really all about execution, about scale, about Um every day low cost. And speed. And so I had to really compress those techniques and make them much, much faster and learn to combine Deep ethnographic discovery work with usability work.

7:17 Getting lots and lots of reps. From there I went to Google, so I was embedded in the Gmail team early on in two thousand six. And so What we did there was then combining these also at scale, doing this kind of innovation at speed. Um, you can see kind of this trend of getting faster and faster. One of the things we did a lot there was

7:34 The way I would do the research is with watch parties. So teams would be able to see it. Google had invested in lots of Video conferencing, streaming from the labs, one way mirrors, a lot of things early on. So the teams were involved and they were seeing and watching this stuff. So a lot of those techniques I brought them to

7:51 uh G V to Google Ventures when I joined in twenty ten. So I was the first uh UX research partner in venture capital. Um at the time still I think maybe there's one other person in this role.

8:02 And so took a lot of those techniques and recombined them and have adapted them and experimented. Over the last fourteen years working with hundreds of different kinds of startups. So we have a very broad variety of founders and product people that we're working with. So over the past fourteen years where we've really experiment, gotten to experiment and gotten to work with them and be kind of a small piece of the journey that they're on. to learn and and and answer these fundamental questions that they have about their products and their people.

8:27 How many companies slash founders have you worked with this point, just to give people a sense of the scale? It's hundreds. So I've conducted at this point over three hundred hands on research. Sprints with them. Um, so we also work with many, many others where we're just doing tons of office hours. And so it's everything from

8:44 Just to give you a sense, it's anything from biotech to healthcare to security, food. I've worked with farmers. I've you know, it's it's really all over the place. What I love about this podcast and guests like you is you have done thirty years of work. uh an iteration and refinement and then You're here just to tell us here's every here's the most important thing you need to know, and here's how to do it, based on all the time I've spent. Perfect. What R what ROI we were providing here.

9:10 Okay, so Your Help us understand what is a bullseye customer.

9:18 And in particular, how is there any difference from how most people think of the ICP ideal customer profile? So a bullseye customer is The very specific subset of your target market who initially is most likely to adopt your product or service. And so

9:35 Compared to when we talk to founders about their I C P or the personas that they come with, this tends to be more specific even than they usually have gotten. Um, and the reason that this this concept of bullseye customers becomes so important to us is we've seen this as really key to Accelerating teams. So Everybody every

9:53 ambitious founder wants to build a product for everybody. And we're we're investors, so a G V at We want them to be successful and to have these huge markets. But it doesn't start there. So to build successfully usually you have to be much more focused and much more specific.

10:09 So You can look at lots of companies, right? Amazon started just selling books or Facebook was just profiles for college students, et cetera, et cetera. So Helping Founders.

10:19 Be very specific about who are you gonna start with, who is the Yeah. very distinct group that is most likely initially to adopt. Um help streamline a huge number of things. So it helps you Prioritize what are you building?

10:34 It helps you get really deep in understanding who are those people. And understanding what they need. It helps you prioritize the feedback you're getting. You're often getting just a ton of input from investors from Friends and family if you're talking to them from a lots of people who kind of seem like they're in your target market.

10:51 But it helps you kind of winnow away some of that stuff and be like, uh which of which parts of this are important? Like we'll get to you. It's not that we're not going to Eventually serve you, but initially Here's where we're gonna focus. And it just gets everybody as a team much more aligned on what are we doing and and

11:08 Uh what are we doing first? I love that the incentives as you just refer to of a of a V C like Google Ventures Are so aligned with help figure out what most will help a startup. Like I love that this is a good filter for What have you seen most cause trouble?

11:24 For an early stage startup. And it's interesting that this is where you ended up going. So let me actually let's spend a little more time here and just like Why the bullseye customer slash ICP is so important. Why is this the thing of all the things that

11:40 You guys have seen Along the early stage of a startup journey. you have decided this is where we need to focus and help people. Having them focus on the bullseye customer is a way to help them focus and prioritize what they're thinking about building, what the questions are that they're asking.

11:56 And who it is that they need to target. and builds for. Um and so all of those things, once we can help them narrow that down and decide who are we really focused on and who are we setting aside until later. It helps

12:09 helps them prioritize their roadmap. It helps them prioritize the feedback that they're getting. And gets the whole team aligned um and moving together much faster. Yeah, it makes sense. Basically everything trickles down from who the heck are you selling to'cause It's the pains you're selling for them, how do you find them? So I love that. Uh, and I totally agree. And again, this has come up a bunch on recent podcast episodes, just like how

12:30 essential this is and how under appreciated this often is. The other thing I love about what you're describing is you're focused on speed. Like I love that you're as you move through your career it's like how do we do this faster and faster? And what Especially love about your approach is it's a w you basically

12:45 Give people uh a Plan for how to figure this out in a day. Which Sounds like a dream. What a dream come true. In a day you can Change the trajectory of your startup by

12:57 getting very clear on who You're selling to and your balls I customer. Awesome. Okay, so Let's start getting into it. So

13:05 Describe the sprint. So y you have this bullseye customer sprint. that your book describes. And by the way, this book is freely available. You could download the PDF. We're not trying to sell books here. This is just like Use this, you'll be You'll be better off. Yeah. There's the uh learnmorefaster dot com, there's the book, there's all kinds of resources and sp and and templates and yeah.

13:23 Please grab it. Okay, cool. So describe the sprint high level, how how it's laid out and the kind of the core pieces of it. Yeah. So the the basic formula, the way I think about it, is is five and three in one. So it's five bullseye customers.

13:37 And three very simple prototypes. And then we Conduct those interviews in one day. Um, while the whole team is watching and debriefing and kind of Thinking about what are the key big takeaways.

13:48 Um uh at the end of that. And so that's all um As a team. And you mentioned a few of these kind of key ingredients and I think things that people may be surprised about specifically You don't need to talk to a ton of

14:02 Potential customers. you build a number of prototypes, which is interesting, versus like iterating on a single prototype. There's a few other elements. So Can you just share some of the like the key insights, the key unique ingredients to the spray market? So one is bullseye customer. So we talked about that, right? So again, bullseye customer is that very specific subset of your target market who's initially most likely to adopt your product or service. So we want to recruit that group of people. And

14:29 One of the reasons that we do that is if the whole team is in agreement, I have five people Who match that? And everybody's like, Yeah, yeah, those those people Those are the ones that if they saw this, we're pretty sure like they'd be into this. They'd want this. Like we're all we agree. And so that way after we do the interviews

14:44 Depending on what the feedback is, and they can't really Dismiss it. Like well. We all thought that and it's fine if it didn't. If they w didn't want it and or they

14:52 reacted in certain ways. That's what we wanted to learn. But Up front we were able to like identify and say, Yes, yes, those really we think are the bright people. That's our hypothesis. So first is five bullseye customers.

15:04 The next part is about um qualitative interviews. So There are lots and lots of different kinds of research methods. But what I found over doing this for many years is that the biggest bang for your buck is doing these kind of deep qualitative interviews where I can dig in

15:20 And understand people's stories, understand their motivations, understand past experiences. Why did you do this in the past? What have you done in the past? What's worked? What hasn't worked. And having the whole team watch that and understand and build that kind of empathy and understanding. And hear those stories is very powerful. But then we do those in small batches.

15:39 So rather than do an interview on Monday and then one on Wednesday and then a couple on Friday We clump them. So ideally it's in that one day. So I bang out five interviews, one hour interviews in one day while the whole team's watching. Um, sometimes we do it across two days, depending on time zones and things like that. But the idea is that they're clumped together. And the reason for that is If you do them

16:01 In a clump like that, then The patterns are just much more obvious. You have to at the end of the day. It's just really clear what were the big takeaways. It's not gonna answer every question that you ever had about your product or your customers. But the big things that you set out to answer.

16:16 It's pretty clear. Like did it work, did it not work, which parts were good or bad, all these kinds of things. And the whole team has watched it and so they have that sense. And that idea of just doing five of them. You hit what's called data saturation.

16:30 And so this is a thing in qualitative research, um, where Kind of the the The common version of this is everybody after four or five is like, Oh, for God's sakes, please don't let me sit through any more of these. Like I get it. I'm hearing the same things over and over. Like I understand. Like let's let's move on and do something different. Change them change the customer, change the prototypes, whatever. So

16:51 Qualitative interviews in small clumps. And then we compare prototypes. Um and so this kind of comes from a That time I had at Walmart where I s sort of see the whole world as a shopping process. And so

17:04 There's something very valuable, just the way any of you have shopped for anything, right? You don't look at just one thing. If I showed you just one thing, you'd have some feedback and you'd have an opinion about it. Like let's shop for a couch. Yeah, I like the color, the cushions are uncomfortable. I like And that's helpful and that's interesting to hear. But

17:24 As you start looking at two or three Then you start having this different s reference points and and when you're testing with customers it's not up to them to come up with these different possibilities of what could be. And so if I'm presenting those, you're like, Oh, that's interesting. So

17:40 I like the way this one has cushions that are made out of down. But this other one is really interesting because they deliver it. Oh, but this I like this Because It's a style that I like and they actually take away my old couch. Right. So then I can like compare and contrast across these different possibilities, these different

17:57 Distinct value proposition. Um and I'm not looking for a winner, but this comparison The other big benefit of having multiple prototypes is it Helps. Teams avoid getting too

18:09 wed to one specific idea. And so you can get a little overcommitted. There's a risk that you get overcommitted to one idea, you're polishing that, you're working on it, you're too committed to that. And this Pushes teams to Think of new different possibilities.

18:26 And you can be a little bit more neutral and a little bit more objective if you're not all so Bought into one thing. So comparing prototypes becomes very powerful. And then the other thing is making this a team sport. So

18:39 Um The watch parties are a key example of this. So I'm conducting these interviews and the whole team is and I'm live streaming it. So the whole team is all watching it. These days typically people are pretty distributed. So I'm doing it over Zoom and they're watching the live stream independently.

18:55 And then uh one of my partners, so Kate Aronowitz or Vanessa Cho It's got amazing design partners I get to work with. are often facilitating kind of that back room. And so

19:05 What they're doing is they're helping the team we have a structured process for taking notes. And then in between each interview, they're debriefing. So I have kind of this spreadsheet that I use that like these are the key things we wanted to get out of this. And so they're they're going through and just capturing that. Like what just happened in this interview? Like let's make sure we have the high level. And at the end of the day we have a way to kind of all capture like what were our big takeaways? What happened?

19:29 But the magic of all watching it and and processing it and discussing it and debating it through the course of the day. Is that everybody is aligned. We've all seen it. I don't write a report. I haven't written a report in I don't know, ten years. Because we've at the end, when we capture those big takeaways, that's the team has captured it, right? We end up we do it through a Google form, it shows up in the spreadsheet and we Kind of discuss it.

19:53 And then everybody's just like raring to go do the next thing. And everybody's aligned and there's this incredible amount of momentum. from the team after that. And they're like, let's go do the next thing. Like it's clear what we need to do and what we learned. And and sometimes the next thing is do this again and adjust. So we can build more confidence. Um

20:10 But the make it a team sport is just is been this very powerful um tool for building consensus, building alignment, especially as teams are growing and people are in a startup running in different directions. It's like a chance to come together and make sure like, oh, where are we? What are we doing? Awesome. That was really helpful. So just to summarize kind of the key elements of this approach. There's a bullseye customer concept of just like a very narrow

20:32 Uh I people uh wedge almost of who would most want this thing and we'll talk more about that. Make it qualitative versus surveys or things like that. Uh comparing Prototypes.

20:43 And Making a team smart. Okay. So we're gonna actually go into more detail of each of these steps just so folks can basically what I'm hoping to do is they listen you Folks listening to this can do this tomorrow or next week. There's a little prep time. Before we get into each step.

20:58 When do you recommend people do this? When then the stage of a journey. Can you do it like many times? Any just context there before we dive in. Um you can do it many times. Um the key times to do it is At a high level, it's before hopefully you've invested a lot of time into building something.

21:15 A lot of energy and um The team's energy and money It that goes into the building. So it's usually before you build something. Maybe if you're expanding into a new group of customers, so you were killing it in the UK and now you're trying to get into the US market and that's different, or you worry it's different, or you're not sure, it's a good time to check. Um or maybe

21:35 You were selling to enterprise. You're doing very like white glove high touch sales to enterprise. And now you're you're gonna shift down to maybe a different tier of customers and you're trying to set up some more of a self serve. Kind of a uh sales motion. You need to understand that. Another common time is when you're selling, but it's like not something's not going quite as well as maybe you hoped it was going. You've already launched and you wanna

21:58 You wanna just kinda trouble shoot like what's going on. Like we we clear this is We have some traction, maybe, but it's not what we wanted. Or we're getting that kind of very polite, encouraging feedback. Which is kind of a

22:11 Sounds good, but it's really no. Um Let's go dive in and find out. So those are kind of the big key things of the times of when to do it. Okay, let's actually get into the steps. Uh I believe there's six kind of core steps to the process. Okay.

22:26 Okay, cool. What's how where do you start? What's step one? Yeah. So step one is what I do is I plan um about a forty five minute meeting with the team. Um, so again, it's really important to have that core team together and have this conversation about what are The key questions.

22:40 Basically, what do you wish you could you would know about your product, about your customers? What's What's getting in the way? One of the most common ways that we ask this is basically what keeps you up at? 'Cause founders and product people have there's a bazillion things that they're Kind of bubbling in their head that they're worrying about.

22:56 But that often gets them to kind of step back and be like, Oh What I'm really unsure is, you know, this. Right. What What's gonna happen? Like will people how will people respond to this fundamental concept or this idea?

23:08 Or how will they use it? Right. And so that's kind of the the I I have a set of questions that I'll go through with them to to help prompt and and elicit what are those big things that you wish you knew.

23:19 Right. What what would have to be true. For this. To succeed. Right. Um, what are your kind of your hypotheses and what are your assumptions about the product, about the customer?

23:29 You know, who do you think this is or not and why? Uh Kind of what are those nagging debates on the team? Those kinds of things that keep coming up over and over, you're like, Oh, for God's sakes, let's go get some information and answer the question. Right. So with some of these things. So we we have that initial meeting to kind of detail like

23:46 What do we need to answer? Awesome. And this informs other I imagine all the things you do next. And so in the PDF holding to in the show notes, you can see all these questions. And run through them yourself.

23:59 Okay, cool. So that's step one. What's step two? So step two is Based on what you want to learn. Now let's figure out who is the bullseye custom that we need to talk to. To answer that question.

24:10 And And it all starts with those key questions that you have, because if the question is about Let's say Big questions about onboarding. Well, if the questions are about onboarding flow, then you're gonna wanna talk to new customers.

24:23 Right. Somebody who's fresh to this to see how do they get through or how do they understand what this is. Um, whereas if you're talking about something that's a new feature that's already in your product, then you know, you'd be talking to existing customers. So that's an example where If I if I understand what the questions are, I can kind of work backwards. Um to understand who do I need to talk to.

24:42 And then based on that, once What I do is run what I call a bullseye exercise. So it's again Essentially another kind of interview. Get the team together.

24:51 And we I pepper them with a lot of questions to figure out like exactly who is this bullseye customer that we've been talking about. And The reason this is I love doing this as a as a team. is that what happens invariably is

25:05 Is Having that conversation before we've even got into any interviews. is super clarifying for a team. Because They tend to get

25:15 A shorthand about who their customers are? And this is a way and I just keep asking questions, like, Well, what do you mean by that? Right. So when you say you're building a delivery service for people who get um Specialty medications delivered. Especially

25:30 Um prescription medications. Like w who exactly is that, right? It's not Everybody. Like and so we start narrowing it down. So they start having those Conversations, debates, arguments about who it is. And just having that is really clarifying for the team. Like, Oh well, I hadn't thought about that. Yeah, I guess it's true. Maybe it's not

25:47 Everybody who has that. It's only people who have this kind of condition or this set of conditions, or these needs. And to follow that thread real quick, I imagine people's natural inclination is not To narrow it too much,'cause there's always like why would we exclude this big market opportunity is like

26:02 Why would it have to be like So narrow. You just speak a little bit to just like why It's so important to get very, very narrow. Someone Once described Andy Johns on a

26:12 Newsletter post I just I wrote once, he described it as it should feel comically narrow. Did that resonate? I love that. Yeah, I hadn't heard that phrase, but I love that. Yeah. Um comically narrow is exactly what it is. And there are times that teams will just be like, Oh for God's sake, Margolis, like just Like this is too much.

26:28 The reason that I do that is I'm pushing them to identify A person who they All would agree. This person, if if we present this value prop that we think we're gonna build and this problem we think we're solving.

26:43 We are all convinced or or it's our best guess. Like it's fine if you're not sure. But we're pretty convinced that that's the person Who will say, Yeah, I mean like I need this thing. And so It's a way

26:56 I'm kind of running an experiment, right? So it's a way to reduce variables for me. Um and then To get that specific And then I recruit a bunch of the people who match that very particular characteristics, set of characteristics.

27:13 And they're still gonna they're people, so there's still some variation. But it's a way for us to To test that. Right. And if there's too much variation, then what happens at the end of the day, you're like, that was kind of a mush. Like I don't I'm not really sure what we learn.

27:27 Okay. Was it because It was just a People had mixed feelings, or was it because there was just not enough consistency? Like we had too many variables in there and like I don't know what we learned here. So I think what's nice about this is this list this initial list you're making of both I potential customers and attributes is not

27:45 Exactly gonna be your who you go after. Once you figure this out, it's You want to be very confident these group will absolutely love what you're presenting. Because you're trying to learn as much as you can from the people that most love it.

27:58 And then from that you can Get a little less narrow. It's actually. Pitch your product. And and most often what happens is we do this, we define it our best, right? It's it's our hypothesis, it's our best guess. The team is always very expert. I'm not, right? I'm always showing up as the noob in whatever this business is.

28:15 And so the team is expert. And so this is very informed. It's not like we're guessing. But we go through this and by the time after we've done these interviews The goal is to figure out was this right or not, or in what ways do we need to adjust? Like that's the a big piece of the outcome is adjusting that definition of your bullseye customer. And often what happens is Through the course of that

28:38 Bullseye customer sprint, you learn Oh. It turns out like there's actually this other distinguishing characteristic we didn't realize, or maybe maybe it validates what we knew. But often we didn't quite Realize that. Like this other thing is popping up where

28:52 We're seeing heat from people. Okay. Oh. Well, that's interesting. I mean I can walk through an example if you want. Yeah, that'd be awesome.

29:03 Yeah, yeah, and I think even just like what are some examples of attributes, like what's the list of attributes you should be thinking about? Let me just give you an example. I think a lot of the stuff we're talking about starts to get a little abstract. So Um I was working with a company that Um was developing a

29:18 A new delivery service for people who have Uh specialty prescriptions. Medication. So these are the kinds of medications that are expensive and for very like s uh specialized like chronic diseases. So this is not the kind of thing you're getting at right aid. Um

29:32 And so Uh, and there's something kind of very special about this company, and I can mention that afterwards, but the fundamental thing for the them to figure out was before they can build out the logistics of this. They're trying to figure out like Do we need to Target something that is

29:47 For delivery like ASAP, right? These are really important medications for very serious diseases. Is it like, oh my gosh, I need the next pill, like get it to me like as fast as you can. Or is it like what? I can wait till a day or two, but I need it between like two and two fifteen PM. Like if I knew that. And then who exactly is this bullseye customer? We wanna know like what is

30:06 What's really the fundamental issue or problem that we're solving here? And so they wanted to to answer those questions. And so We go through this process and so those are the key questions and then the the customers that they're after, I know like okay, well It's not gonna be everybody with specialty medications. And so as we start teasing through that and thinking about it.

30:25 I wanna think about What are examples of other products that somebody has used that would make them more likely? So a good example there is Have you had other things delivered food? Have you had

30:36 Like gone through this kind of process before where you've used like Uber Eats like because if you have never had anything delivered like that before. That's like gonna be too many humps to get over to get the person to accept their Medications coming. By the way. Right. So they've probably used Uber Eats or or something like that.

30:53 And they've been on the medication for a certain amount of time. So it's somebody who this is kind of a chronic thing. It's not like a a a one off acute situation. They needed to find people who had a certain kind of density. So was how rural were they living? How how urban was it because of the way they were going to do the deliveries? Somebody who was responsible for their own medication. So we don't want somebody who's in some kind of a healthcare setting where somebody else is taking care of it or maybe their spouse or partner is kind of managing their prescriptions.

31:20 So these are the kinds of things that we're starting to look for. We and another typical exclusion. Criteria? is I don't want somebody who knows too much. So you're Your core bullseye customer.

31:31 I want somebody who's pretty typical. So in this case, like if I were to find out that somebody was a pharmacist. Or worked in healthcare? Like oh y yeah. That's probably not

31:42 Like a typical n customer, if I just have these five precious interview slots. I probably don't want that. So I'm gonna exclude those people. Mm. So we went through and did this and then Generated um

31:54 These different prototypes. to to express kind of a a range of different recipes of of value props of what this might be. Right. So The range is things from

32:07 It can be delivered in an hour, or you know. Or it can be delivered over a a four hour window or it can be delivered. It'll take, you know, we'll get it there as soon as we can get it there, but we're not quite sure when it'll become. You just have to be home. And available, right? These kinds of things. So went through this exercise and what

32:24 What rose to the surface as we were doing these is that there were certain customers for whom this was a much, much bigger issue. For whom They needed to be there. And know when this thing was showing. So it turned out

32:37 Having that. distinct window, a narrow window of when A predictable narrow window of when this was gonna Arrive was much more important than A SAP. These are important medications. They're not waiting until like the last pill is gone.

32:49 Like that's not what's happening here. But knowing when it was arriving and it turned out that the scenarios where that was critical was things like it's a refrigerated medication. This can't be sitting out on my stoop. Right, it's cold chain.

33:05 Or there's for some reason an issue where I'm especially worried about theft or something, like because of what the medication is or where I'm living or whether so there are these very particular scenarios. So Then going back to this idea of the bullseye custom, realize, oh Wait, so It's a subset.

33:22 Of customers who I have like refrigerated meds. Like That seems Like a a much higher value problem that we're solving here.

33:33 And so we ended up running this again. So we you know I re recruited with people who were How does that? subset of kinds of medications and issues And also were dissatisfied with the status quo of their existing service.

33:46 And were not available to just kind of be around. Right. So they They were busy and whatever, and they needed this window. And so we ran it again, we're like oh yeah, there it is. Right. So that second group of people, you just start building this confidence.

34:00 Of of of the match between what you're building, what the problem is you're solving and who exactly you're building it for. And in that case, you could see, Oh yeah, that is the right bullseye. That's why there's this very narrow specific group who's Much more likely to adopt this?

34:16 Then like everybody who has specialty medications. 'Cause the need is just Much more acute. I love this example. Yeah. It like intuitively it all just makes sense as you describe

34:28 what you landed on. And like this is what people call product market fit way you're describing where somebody has a pain that you're solving and they need it badly. What do you what does it look like when you find that group of like what is it what do you notice qualitatively just like this tells you this is it. This is the pull that people talk about when you say product market fit.

34:49 I avoid the phrase product market fit with this stuff and we can talk about That 'Cause I think that's that's kind of interesting. When you find this match What happens in the qualitative interviews is that you can

35:02 Sense the energy and the excitement and the enthusiasm it comes across. Um, especially as you do a bunch of these, you can tell. There's a difference. And so that's what you're looking for is people who are then starting like wait, is this available? Can I is this a thing? Like can I Can I sign up for this? Like th it's that kind of thing or they're

35:21 They're really leaning into it. And you can just qualitatively can just see it. One of the things I thought was very interesting was I was recently speaking to a founder Um, whom I'm doing another round of this with a new set of concepts. We had done a project.

35:37 A while ago And Actually killed the project. So through going through Bullseye Customer Sprint with something that he was doing. We've did three rounds of it.

35:48 And finally he's like, Yeah, I This is not I'm gonna focus on the other part of my business. And he said, We killed the project and what he told me was two things that were really interesting to me. One was This saves me a huge amount of pain.

36:01 Like we ran through this. Like we had to do some work for the Bullseye Customer Sprint. But the product that he was gonna build It was hardware, it was software. It was this whole subscription, like it was gonna be a big complicated thing to build. We had mocked up a bunch of prototypes and I'd use some free prototypes and we interviewed like

36:19 It killed the project. That was super valuable to him. You saved a huge amount of time and effort. The other thing that he's mentioned to me was that through going through the process, he learned what no looked like. So he He could see

36:34 Oh. Like I'm getting kind of this neutral objec Like positive encouraging feedback. And as we did this, he he re It's like oh that's

36:45 They don't. They don't want this. Right. It's not that big of a deal to it's not that. And he and it was by doing this, and you see it enough times, and he felt like that was one of the most valuable outcomes for him. It's like now I know what no looks like. Yeah. That makes so much sense. Like it feels like that's almost you could almost almost argue that's the biggest value of this is just s waste avoid wasting time building something nobody wants.

37:09 Totally. And and As a as a researcher and as a VC, like if I can save a company and a founder and a product team. Like from going down some path or too far down a path. That's huge for everybody, right? They have so much energy to do that, go do the other thing. Yeah, and again this is uh another reminder why it's so important to go so narrow, because if you can't find anyone that is

37:34 Thrilled this exists. Yeah. Like you're you're in trouble. This is your chance to find the most thrilled people. The most specifically pained. If you can't find that, that's a problem. Yeah.

37:45 In in the same way we define this bullseye and then when I go recruit and try to find them. If I can't find them. I usually take that as a sign of something also. I mean, like I I don't I don't know if these people exist. And it could be sometimes like, Well, we went too narrow. I'm like, Okay, well let's

38:02 Let's go back and and like we'll see which of these are are flexible. You know, how do we soften some of these requirements? But if in fact I just can't like I can't find these people, these people that you're imagining exist who want this thing. I I'm not sure how you're gonna sell to them. Like it not that I'm like the final arbiter of like whether these people exist, but

38:20 It's something you should go check. Yeah. Okay, so To give people a little bit of a my m framework of how to help them identify these narrow set of attributes. share some of the like a list of attributes to think about to help them narrow.

38:38 And how many How many like narrowing attributes would you recommend? Is it like roughly heuristically? Is it like three? Is it five? Is it seven? It's probably gets down to Yeah, it's more like seven. Rough I mean that's you know, roughly it depends.

38:53 Um What I the way I think about it is kind of in these three groups. So there are inclusion criteria There are exclusion criteria and then there are what we found very important are triggers. So by inclusion criteria, this is usually pretty easy'cause the team is like, Yeah, these are the people we want in the group.

39:11 Right. It's people who are taking specialty medications. Um you know, for these particular Like We can build that out. The exclusion criteria I find

39:20 Uh It is a place to dwell and help a company really think that through a bit more to brainstorm that. Because As we talked about, it's harder for teams to set people aside.

39:31 Right. And so it's thinking about like What are reasons why somebody maybe is not the best customer here? Not yet. And that could be things that we talked about was

39:43 Maybe they have too much expert knowledge here. They're not really a typical person. That's not who I want to talk to. Maybe they're using a competitive product. And they're already like locked into that. Like I I don't need to talk to them. Or they've had some other personal past experience that's gonna

39:58 Just make them not a good candidate. Like I'm working on fin tech. And this person is in bankruptcy or has had identity stolen, like That's I wanna help them, but that's not like our first place to start. So these include exclusion criteria are are critical.

40:12 And then Um These triggers are Specific Events.

40:19 or situations that somebody's been in that makes them particularly Ready or ripe. For the solution. So sometimes the way that looks Sometimes the the examples of that can be

40:33 Um, you're selling a new Cybersecurity. um platform for something. And it There's a new CSO has come in, you know, there's a new sheriff in town.

40:41 And they're looking to revamp things and rethink. And so it's a time when somebody's open to considering new options. Or something's gone wrong. Right. Somebody's in a situation where something's gone sideways and they They need a new solution.

40:57 For that kind of thing. Um, or we're working for an insurance tech company. Um and they were targeting millennials. So the idea was the people who were in this particular Um demographicness

41:08 Time of life. They would be building life buying life insurance. And what we found was everybody was saying like well we We should buy life. Yeah, it's one of those things like it should take care of that. Yeah, I should take care of that. Oh yeah, I really need to get life insurance.

41:21 But people who would the trigger was, Oh, you just had a baby? Or you just got married? Now people like oh This is actually on my to do list. Like I I need to I need to go get this done.

41:31 And so I mean a completely different mindset. That's the person who Now is your bullseye. It's a a an An example of a trigger.

41:38 That somebody's like, Oh yeah, like now I need to go Do this thing. Awesome. Uh I know in the jobs to be done framework, there's a term for that. That's like the Like it kicks off the vector to get them to do something. And like I forget there's a term in that framework.

41:51 So I have your book up, uh in my hands right now and I'm looking at the list of attributes and questions That you Ask.

42:01 to f help narrow down. So let me just read this because I think it might be helpful just people to hear. Like if I'm trying to narrow, how do I narrow them? So it's like Uh are they new or an existing user of your product? What sector industry are they in? What's the size of the organization? Have they used a competitive product?

42:17 Is there disqualifying personal experiences, as you described? Is there dis disqualifying professional experiences? What's their title, role, and responsibility? What's their geography? Are they the buyer, or are they the end user? Are they distributed? How's their team organized?

42:33 Their budget and income. uh their life and work settings. Trigger events as you described. Uh are they a VIP? Like

42:41 What is what is that one real quick? Yeah, so Um, I was having this conversation yesterday with a company. I met with them and and so what I asked them was What makes one customer or another more valuable to you? Oh, okay. Yep. Yeah.

42:56 Like yeah, what are they especially important? Yeah. Is there something about it was for them it was this really interesting Again, kind of way to start thinking about distinguishing characters like yeah, what what is a valuable customer to us? Like we're we're they're at an early stage and they were attracting a lot of people in different kinds of personas and they're trying to figure out what's the pattern here. Like who matters more to you or not? Awesome.

43:17 So you basically you answer all these questions, you see which are seven ish. attributes seem to be most Right. And that's your Bills like customer to start with. Awesome. Okay.

43:27 Uh Should we move on to the next step? Sure. Let's do it. What comes next? So once I have that set of criteria and the team is all aligned and agreed on what that is, like, yeah, yeah, those are our people.

43:39 So then I start thinking about how do I recruit them. So To do that for most people unless I'm looking for something that's Very, very specialized or Or hard to find.

43:49 What I do is I create a screener questionnaire. So I translate these criteria into b essentially a set of questions that will help me. Filter out people to know If people respond to this questionnaire Who are the bullseyes in there? And so

44:04 Part of the trick there is to write a questionnaire in a way that I'm not Telegraphing the right answers? Um and so that it I Kind of I'm in the In the control seat so I can

44:16 pick out and identify the people. So what I mean by that is If I were to s to say I will pay a hundred twenty five dollars to anybody who You know, it was a product manager who listens to Lenny's podcast.

44:27 And all of a sudden I'm gonna get A Bazillion People. Like, I will take that hundred twenty five dollars. Like well. I don't know. Do you actually listen to the podcast? Like I don't know. Hopefully you do. Everybody does.

44:37 But if I can ask the question in a different way in terms of Um, you know, what are some of the podcasts you listen to? you know, what are the kinds of people you follow, these kinds of things, and then see like where does that show up? Or even ask it as an open ended question. Right, like where do you get um your

44:54 Yeah. most trusted information as a product manager. And start to see and then be able to pick those people out. Um, because what I've wanted to do, one of the key things in those bulls are Um

45:03 criteria are that they're very concrete and very measurable. Things. It's not just, oh, this person is a is an active shopper. Like that's not very helpful to me, because I need to translate it into this questionnaire. So I need to know. What is active shopper? That means somebody who is purchasing certain kind of item, whatever we define

45:19 Three times a week. Like yeah, that's that's active, right? So we have some very particular, very measurable Concrete. So then I'm writing this questionnaire.

45:29 Um, and typically what I do is I rely pretty heavily actually on user interviews. Um respondent is another one of these kind of services. Um so I can post that questionnaire and get responses depending on what I'm looking for. Pretty fast. So I can recruit in a matter of Three, four days typically, depending on what I'm looking for.

45:46 Um and I've been able to get Surprising specific people? Um that way. And so that that um is a huge shortcut for me to be able to recruit that. This episode is brought to you by Interpret. Interpret unifies all your customer interactions, from gone calls to Zendesk tickets, to Twitter threads, to app store reviews.

46:05 And makes it available for analysis. It's trusted by leading product orgs like Canva, Notion, Loom, Linear, Monday.com, and Strava to bring the voice of the customer into the product development process. Helping you build best in class products faster. What makes Interpret special is its ability to build and update customer specific AI models that provide the most granular and accurate insights into your business. Connect customer insights to revenue and operational data in your CRM or data warehouse to map the business impact of each customer need and prioritize confidently. and empower your entire team to easily take action on use cases like win loss analysis. critical bug detection, and identifying drivers of churn, with Interpret's AI system wisdom.

46:47 Looking to automate your feedback loops and prioritize your roadmap with confidence, like Notion, Canva, and Linear, visit Enterpr.com slash Lenny to connect with the team and to get two free months. When you sign up for an annual plan. This is a limited time offer. That's interpret.com slash Lenny. Where do you find these people? How you f how do you contact them? Where are they?

47:11 Uh so through user interviews, they work with the panel and they basically user interviews.com. Yeah, user interviews.com. Oh, amazing. That's uh very easy. So it's not like it's not like LinkedIn cold email called Pings, not Twitter DMs, things like that. No. I mean in in previous days I used to use Craigslist and I did a lot of S pretty crazy shit recruit recruiting people through Craigslist. Um I had people

47:34 Once you know, meeting me at a hotel room to test a robot and through Craigslist. But um no, user interviews is much more legit and very fast. Um and there are other services like this now. Yeah. Um, but it's been one of the big changes that that speeds a lot of this stuff up. That's way too easy. Yeah, and how many people do you

47:51 reach out to to go through a screener roughly to get to five. Uh so it will depend on on what I post and how much response I get. So there are times it's has been somewhat hard for me to predict. They just Um

48:07 the responses just start rolling in. So the times I get like four hundred responses Basically download it into a spreadsheet and just start sifting through As a reference I have my criteria and then I'm just trying to find who matches who doesn't. Okay. So it goes to hundreds. It can be hundreds sometimes if I'm looking like I did one recently, I was looking for a very particular group of AI engineers.

48:27 that was did not get four hundred responses. That was a very hard one to find. That was an example where there was this very particular group that we were looking for. And I was like, all right, do these exist? Like this thing that you're solving for? I don't know. I'm not sure it's is pretty hard to find these people. I'm not sure they're existing. Yeah, and to your point, that's a sign. Like I think there's a s uh a nuance here of If this group is hard not only hard to find, but hard to reach and get them to talk to you at all. That's already uh gonna make your life hard building this company.

48:57 The caveat there is there are times when You need to talk to somebody who's just very hard to find or hard. They're not going to be on user interviews. So like I've done a lot of work in the past with oncologists. With flat iron health. So Oncologists are not on user interviews. They don't care about my 125 dollars. Like they're they're busy doing something more important.

49:17 And so If I'm doing that I need to find a different way to approach that. So then I'm thinking about Where do these people kind of cluster Online or in person?

49:27 that I might be able to target them. There's certain forums, there's certain conferences, these kinds of things. Or I'm doing snowball recruiting. If you're building a Product pharmacologists you Hopefully probably have some contacts with oncologists? And you can kind of have work through their network have

49:42 Find one person, they can recommend another person. You still want to filter them and make sure that they are matching your core criteria. But the it requires different kinds of Techniques to find those kinds of folks. Professional associations.

49:55 I almost wanna go down that track'cause I feel like there's A lot to learn there, but I wanna I'm gonna stay focused and keep going through our steps. But let me take a quick tangent. So as you were talking I actually wrote a post in the past on how to identify your I C P and I put together

50:10 Uh a table of The very first I C P s for some of the biggest B to B SaaS companies that I pulled up here. So let me just give a few examples. of w how narrow some of these companies were when they

50:22 Well. To sell their product. So we do a few. Uh so gong Which is one of the biggest B to B SaaS companies that they've

50:29 First uh Bullseye customer. As they described it was Look out here. This is software company. Their customers were ideal customers were software company selling in English. selling via video conferencing. selling software that costs one thousand to one hundred thousand dollars.

50:46 Uh linear. Their focus was two to five percent startups using GitHub and Google Auth. at a founder driven product company. And let's see one more Gusta was really funny. Companies with less than Five employees in California who have no contractors.

51:05 See what's interesting to me about those is that I would go even deeper. And more specific because some of those things like are ex I mean and And that's fine. Like I don't know internally how they actually describe the the details of it. But

51:19 Like Some of those you want very concrete, measurable things to be able to tease apart, like well How founder led art like w You know, like how how are you behaving? What other products are you using in your stack? You know, that this fits or doesn't fit these kinds of things. Yeah. So it's interesting'cause when people saw this initially they're like, That's crazy how narrow they're getting.

51:37 And I love that you're like, that is not narrow at all. You should go so much more narrow. Cause if I had to recruit those people, it's too yeah, it's too broad. And I think that's An important point here is like this exercise you get more narrow. to do this research, but that's not like your actual I C P as you described. Okay, so I've

51:57 I understand what your what you're saying now more and more of like the difference between bullseye customer and I CP. The Bullseye customers for research to help you. identify as broader I CP your business targets. Yeah. And I think this is actually touches on another important point, which is that

52:12 This is A learning exercise. So that's what I'm describing is how do we learn more faster. Um And this is different from selling. Right. So

52:24 What I hear a lot is people are like, I'm on customer calls, we're selling all the time. And obviously you can learn a ton from selling. Um and pitching and meeting with companies put potential People who seem like maybe they are customers. But That mode is very, very different from what I'm describing, which is to learn to kind of run these experiments as fast as you can.

52:45 And there there's something Just even a mindset and how you approach the conversations that's fundamentally different. So There's this Term that I love that Ed Shine. Um coin which is humble inquiry.

52:58 And so It's He frames it as um Humble inquiry is the gentle art of asking instead of telling. And so

53:07 To me, that's like this fundamental way that I think about even just conducting these interviews. So if you're in a selling mode, and and I I encountered this over and over with heads of product and founders. Is that If you're in they're very you they're very good at and they're very used to and they're required to just sell all the time. And they're pitching their VCs, they're pitching their customers. But that's very different from

53:28 learning and being In humble inquiry, you basically have to be vulnerable. And I can always do it because I'm not the founder and I don't like I'm I always present myself as like I don't know the space and I don't I'm an idiot and like can you explain it? But asking questions and being vulnerable and giving

53:45 The person you're asking the higher status. is a difficult thing to do as a founder when you're selling. Right, because you you you don't wanna be vulnerable and ex and express that you don't know or or And people are always I come across they're very nervous about that. So there's Something that's very distinct here.

54:04 about a learning mode versus a selling mode. Selling and telling. versus kind of this idea of humble inquiry. So I think that's actually an important distinction here. I love that. Mm-hmm. And I think it helps that your

54:14 Finding randos on user interviews that you don't have to worry as much about versus like Fighting Great intro's through B Cs that you do. Worry about. Right.

54:24 Awesome. Okay. So We're talking we've been talking about the step of recruiting your bullseye customers. Uh so you find these folks, you filter the screeners, you pick five, and you schedule them for the same day.

54:35 Is there anything else in that step that is important to cover? You have to make sure they show up, make sure you're compensating them sufficiently. Um This is something where I'm not giving twenty dollar Starbucks cards because somebody's gonna blow you off. Like when I have those five sessions and the whole team queued up to watch, I want people to show up. So I'm making sure I'm reminding people, I'm making sure that they're kind of responsive to me when I'm asking them to

54:55 E sign an NDA ahead of time? Like am I hearing back from them? And I'm paying For most like typical kind of consumer things like a hundred twenty five bucks an hour for them to show up and do this. So

55:06 Um It's it's worth Spending the money? recently did something where I was talking to attorneys. I was paying at their hourly rate. I was paying like four hundred bucks an hour for them to show up, but I I need them to show up.

55:17 Yeah, good point, good point. Uh and I love that it's one hundred twenty five, not a hundred. Is there like you've seen a difference there that's like something more than a hundred? I think that that's based on whatever the policy that is at Alphabet that somebody said. Um that's the standard that I'm Uh.

55:32 I see. I'm going with funny. And also it' And it also has just seemed to work. People are showing up for that. So if people weren't, then I would adjust. And you do backup people just in case someone doesn't show up, or it's just like, all right, I guess we have four whenever it does happen. Um I actually don't. So user interviews. By working with them and by doing some of these other things along the way where I'm

55:52 Making sure people are kind of responding to me during the course of the week leading up to it. Did you sign my NDA? Like I send a reminder, are you responding? Like I can tell if they're engaged. If I'm getting If somebody's essentially ghost to me, I'm getting nothing, I'll just swap them out. But I don't use alternates and I have very, very high Um

56:09 Follow through. Great. Okay. Uh what's the next step? So then the next step is to figure out your prototypes.

56:17 And so what I want to do with those is I want to create again these three distinct examples, three distinct Recipes Of Um the possible features and

56:30 um distinct variables that we want to present. In these in these Um interviews. And so As I said before, ideally I can find product uh competitors products and use those as free prototypes. Like that. I love doing that.

56:43 It's it's surprising to me that Often. People don't do more of this. And I think that there's sometimes a sense that like it's Cheating or They're worried they're gonna copy it or something. I'm like, well, whatever. If you haven't studied your competitors' product and not just gone through it, but like seen how people respond to them.

57:00 You're just missing something. Right. So What we do is work out Um the details of of the variables that we're gonna spread across these prototypes.

57:11 So there are certain features and then certain variables across that I I kind of imagine spread across Uh. These different things. So Um, for example, we were talking about delivery of specialty medications.

57:23 So Imagine Um one of the attributes is uh who's delivering it. So maybe One version is a pharmacist is gonna come, one is a um

57:34 Uh it's just a a delivery um courier guy and then another one. In this case actually it was a drone company. So a drone is dropping this thing off. And so We could talk more about What it was like to test that, but There are different variables here.

57:48 Um the other option is saying um the size of the window of the delivery window. Right. So this is it'll come in two days, but you can narrow down in a fifteen minute window. This one is like as soon as possible, you just have to be home to wait, this kind of thing. So we're s we're developing this range. And then creating these prototypes that are very simple. They're just PDFs really. Very flat, there's no functionality.

58:09 If a lot of it is really a A writing exercise? What's the distinct Value prop?

58:16 And what's the brand promise and the problem you're solving for each of these prototypes? Um, so you want to make it look as real as possible. So It looks like a home page for the product. So you're still right, it's the box around this thing. So you don't have to build anything, you're just describing it and putting

58:32 whatever you need to illustrate and convey that. But they need to stand alone. I'm not going to pitch them or narrate to them. And just create those so that I can present those three distinct recipes. And these are these calls are usually over Zoom in your experience at this point. Cool. So these are kinda just like uh in Figma or exported just images you're showing people. Exactly right. Sweet.

58:53 Uh more and more on this podcast people are sharing ways that just how AI is making prototypes like actual product prototypes so much easier to create. So I imagine people are gonna move to like functional prototypes. More and more. Yeah, they may. I I think the thing that's important is to not get

59:09 Distracted? By that. So Here there is a the benefit to keeping it simple is that you're Not too wed and too committed to anything. So Keep it build only as much as you actually need.

59:25 To answer the question you're trying to answer. That's a great point. So it's like even if you can create an awesome prototype, don't do that, probably. Just keep it flat design. Awesome means very crisply describing the distinct value proposition and problem you're solving. In a way that people get it.

59:43 They're like oh I understand what this one is. And then I can compare it to these other ones and I understand what the features are. And I can have that conversation. It's about the value prop. It's about Making sure that they understand what it is. It's not this kind of

59:57 marketing speak where you're like, wait, what? You just have to be super blunt. This is kind of what it is. And why this is awesome and why this one is awesome. And then They're shopping.

1:00:07 I love that. So basically, as you said, it's a writing exercise. It's like the headline. The positioning. seems to be the most important part to Dan versus like the design of it. Right. And and I I design them enough that they look different.

1:00:21 From each other, so it's not version A, version B, version C, because in the course of the conversation. With all the observers I want it to be clear which prototype somebody is talking about. So

1:00:34 The green one versus the blue one versus the red one? Right. So then when the observers can keep tra otherwise you're like, Wait, what which one are they talking about? I don't know what's happening. Awesome. Okay, anything else that is important to note on the prototype step? Um proof read it.

1:00:50 Carefully. People get stuck on errors and then it undermines the validity and the credibility of the prototype. So Proofread. Make sure. Oh, that's not right. Yeah.

1:01:03 That's such a good tip. Uh so just have someone else read it, like someone else that hasn't been working on. Just check'em carefully anything wrong. Cool. Uh okay. So what's the next step? So you have these prototypes, you've got the Schedules interviewed.

1:01:15 Right. So you have people coming. Yeah. So you're scheduled. So people are showing up on Thursday. We're going to start doing interviews. You have to draft your interview guide and so what these interviews are going to look like in in the course of that watch party. It's Um five One hour interviews. Each interview is a two part interview.

1:01:32 So The first part of the interview is this discovery interview where I'm asking people about their existing and past experiences and attitudes and opinions about whatever this part of their life is. How did you previously Get your medications delivered.

1:01:47 What worked, what didn't work, tell me about a time when it totally went sideways. Tell me about a time it worked perfectly. So we go through that and have that about halfway through that interview. I shift to Comparing and contrasting these prototypes.

1:02:02 So The comparing and contrasting is I'm presenting each prototype. And People are kind of responding to that and like telling me what they see, what this is. And then

1:02:12 They're responding to what each of these prototypes says, what it what they like, what they don't like, what's important, what's not important. Some parts that they don't comment on is fine. Like if that just doesn't even register, that's good to know. And then I'm having them compare and contrast. So by having three different Prototypes. It's enough for them to then sort of step back and not

1:02:31 Pick a winner. But be able to say like, Oh, I like this aspect of this one. I like the fact that this one's being delivered by a pharmacist. But I really prefer that this other one is a fifteen minute window. And so they're kind of

1:02:43 Teasing out what are the The best pieces of each of these. And that's really what I'm looking for through the course of this conversation. Is I wanna like grab the best Bits and pieces, the best Lego pieces, so I can then go construct the ideal version. Next, right? Cause none of these, again, I'm not going to build probably any one of those. I'm looking for the best pieces.

1:03:03 And through the arc of that conversation by doing the first half where I've had the discovery conversation. It gives me a huge amount of context to understand their feedback about the prototypes. S say things or tell us something. And because we heard the first part, this they'll tell us something about the prototype. And because of what we heard in the first part, we'll understand why. Like, oh.

1:03:24 It's because they had that other experience in the past where that thing went totally haywire when something like that happened and they don't have trust in that. Like and now I know why that's the s situation. And it's a very Very, very common. That when teams are watching this, they're always like For Gri for Christ's sake, Margos, would you

1:03:42 Just like get to the prototypes. Like why are you just talking to them about all this other stuff and you're just like chit chatting with them, like oh. Show'em prototypes. And so we always have to remind people like no this is really important. Partly you're also just learning a lot. You hear those stories, which is what you want to get. But it provides a lot of context for understanding The reaction to the

1:04:02 I love all that context that you shared. This is the step I think where everyone gets kinda scared or afraid or thinking they're doing this wrong they're biasing people So in the book that we'll link to, you give them a guide for how to write out this whole interview guide. I have the book here and I'm just like looking at

1:04:19 An example where it's like it's like There's the warm up, there's the introduction, and then it's like your current experience with this problem. It costs. It depends on the problem space, but I love like in the warm up. Big smile. Hi, thanks for helping me with this. Uh thanks for signing the NDA. Uh, where have uh I'm dialing from Seattle. Where have I reached you?

1:04:37 And then it's like, How's the weather where you are? So it's all these like nice little questions you can ask to keep it. Light. And then it's and then just a few examples of questions you like you you ask in this example where it's about the medication. It's like

1:04:49 Do you currently have prescription medication that you have to order and refill? How many? If I may ask, what are they? And when was the last time you filled a prescription? And on and on. So it's kind of this whole set of questions just to help understand

1:05:02 the g the the their world view around this problem and the the context around it. And the way that I think about it is that I'm building an arc. In that conversation. And so it starts, like you said, this just chit chat about the weather and where you are and whatever. Like Do I care about what the weather like I don't care what the weather's like. But

1:05:20 What I'm trying to do is build some rapport fast. With somebody? Um, again, it it gets back to this idea of humble inquiry where I'm trying to build a connection with the person, I'm trying to make them feel comfortable. Um, because they usually are showing up they're like they wanna make you happy. But they don't really n understand like it's awkward. It's super weird. Like there's this

1:05:41 I'm in talk to this weird dude. He's paying me To tell him like What turns out to be a bunch of personal stuff. And we're never gonna talk again. But like am I doing a good job? Like it's it's it's odd.

1:05:53 And so I'm trying to put them at ease. And I'm trying to encourage them and make it clear like They're the expert in this situation, but they don't really know What's gonna happen? And so I'm building this arc slowly.

1:06:05 Hopefully not too slowly to get them talking. So One of the most important things is when you're doing that interview. Smile. You have to start. With the big smile. Even if you're on the phone, it totally changes the way your voice sounds.

1:06:17 And what I'm often looking for in those first few minutes is are they smiling back? Can I get the person to smile back at me and then like, okay, we're good. Like I'm getting them. Response and getting them talking. I love that tip. And Again, I think a lot of people that aren't these researchers are just gonna like, uh I don't know, I'm like I'm not

1:06:35 This feels weird. Something that should be reassuring is mostly you're just asking questions. Right. Like it's just it's on them. Like you're just asking questions and that your job is not to Sh not the Say anything almost. Just keep asking questions.

1:06:49 Yeah, and to be really genuinely curious. Like I think that's really Again, it's to this mindset, this difference between selling. I'm I have to genuinely want to understand and see the world and my product through their eyes. And you're gonna hear stuff that

1:07:06 It's wrong, you know, doesn't make sense. So you're like, that's weird. What is that? And you just have to Not dismiss that, but dig in and try to Understand like why why? Do you think that?

1:07:17 Mm What gives you that impression? That's what you're trying to learn, right? And I Just Smile.

1:07:24 Genuine curiosity and focus on that person in front of you. Because We'll get you pretty far. Any other tips on this step for folks that are like, Okay, I'm gonna try this myself, I'm gonna stop start interviewing folks. Any other tips? Anything else important you think is important?

1:07:39 Worth mentioning. Yeah. Practice? It makes a difference. It's it's a hard skill. It seems like oh everybody talks to everybody, but It it's different.

1:07:48 When I do these And I've done uh interview thousands of people at this point. Um I have a different character mode that I put my head in. And so I literally

1:08:01 Before I start an interview, I stop, I take a deep breath. And I kinda put on that smile and I put on my Listener. Character. Where I I'm embodying these things, this extreme curiosity

1:08:14 This focus on the person. Um this engagement Which is quite different from my normal kinda more Cynical, skeptical You know, personality to the point where if my kids like have overheard like who is that dude?'Cause that does not sound like dad, whoever is talking to that person.

1:08:32 Um, but it's a different mode in my head where I'm in interviewer mode. And so You might Maybe that's just me, but you you might develop kind of that other character. Especially if you're a founder used to pitching, you can have your

1:08:46 Your listener character. Okay, that was an awesome tip. Okay, and so I think then the next step is the final step, which is the watch party where you actually do this. Yeah. So this is awesome. So this is like our

1:08:57 Like our magic hack for for banging all the stuff together, right? So everything is coming together in this watch party. So In this watch party we have again, I'm I'm conducting the interview. So I'm I'm off on Zoom one on one conducting these interviews. In the watch party.

1:09:13 Um, Vanessa Cho, Kateronowitz, my amazing design partners often are facilitating the group there. And so what they're having the team do Is Take notes. And do go through these debrief.

1:09:25 Sessions in between each interview. And so we have a very particular way that we structure all of that. And it's very important that the team is all in there. and watching and doing this together. So I'm in Zoom. I have it set up so it's live streaming to them. So they're not in my Zoom. It's not like twenty of us with a bunch of heads watching the person, right? It's really important to me. That's just me.

1:09:45 And the and the customer that I'm talking to directly? So they're all live streaming it. Um they're on They're taking notes of their in a Google Doc or Notion or Doc or whatever you want. Collaboratively doing that. And so people are assigned roles.

1:09:59 So take turns taking notes because it's pretty intense. We have people manually taking notes. And not using AI to take notes? Um the reason for this is what we've found is we want people to lean in. to this experience. We want you to focus and engage and pay a lot of attention.

1:10:15 And if you know somebody else is taking notes, it tends to Mm, maybe make you lean out a little bit. Or maybe you check your Slack or you're looking at email or something. And so it's about keeping you really engaged and working. So it's a it's a It's a working Watch party.

1:10:32 So we take turns, we've assigned roles, so people know, okay, interview of two, Lenny and Margolis are gonna be taking notes and what that's fine. And then there's also a Slack channel usually in the background because there's other chatter like, wait, what did they say? They're talking about this, they mentioned that product. Has anybody heard of that? So that's really important kind of going in the background. Vanessa or Kate also monitors that so it's a That's the way that somebody can pass me notes to answer. Uh to ask specific other questions.

1:10:57 I can't I can't do the interview and track the notes and slide like my brain doesn't Can handle that? So they're in there and then I have a a chat window open just with Kate or Vanessa. And so they'll pop me Questions as they come up. We usually ask teams to be pretty judicious about that because

1:11:13 If I get a question like that, it's could go a certain way, as you know. Right. You ask a question, you don't know where it's gonna go. Um, and so if it's really important or you see something where clearly I've misunderstood something. Like clarify it. So they're taking notes.

1:11:27 This debrief is in a Spreadsheet that I've set up so that there are key Things that we wanted to learn. And so those are specified in that spreadsheet for each interview each study that I'm doing. Like these were the key things. And so Those are not the questions that I'm asking the interview.

1:11:45 in the interview, but they're the things again, these key questions that we wanted to learn. Which is different from what I'm asking. And so we're just capturing in that half hour, the decider, whoever is kind of owns the product or the founder. It's leading that. Right, because they're the

1:11:59 the decider and they're they're leading getting input from everybody and filling in and answering those questions. So then You can imagine you have That first column is that set of questions and then You know, so those are the rows of the questions, and then each participant is another column. So we're doing participant one, we're capturing it after the second one, so we end up with a

1:12:16 Detailed notes. We have the recording of my interview, like those are the thickest, deepest levels of this. Then we're s we're Distilling it down into this debrief sheet. For each one. And so then you have a spreadsheet that's like the high level stuff. You can look across it at the end of the day.

1:12:32 At the very last thing at the end of the day, after the final debrief, we do a big takeaways form. So I create a Google form. And it just is basically like how many interviews did you watch, just to check. And then Um, what's your first big takeaway, second, third?

1:12:47 How would you adjust Your definition of the Bullseye customer here? And kind of what do you think are the next steps or what are your big Questions, open questions and concerns. And so each person then takes

1:12:58 Five, ten minutes. Independently, separately, individually, quietly. You just everybody mut their video. And fills that out. And it's a way to grab a snapshot from the whole team of like, what did we really learn? You know.

1:13:11 This was the important things that we had set out to do. And what did we learn? And it captures that. So then again That fills out a big spreadsheet and we then review that. the the decider kind of goes through it and

1:13:23 talks about what are the key patterns, what are the things that we've learned here as a team. And there's there's this remarkable amount usually of consensus of alignment about like what is this? What do we need to do next? What I love seeing is that quite frankly, one of the most common things across all of these businesses, all these sites. All the all these um studies?

1:13:43 Is it One of the things that people say we need to do next is more research. And so People it's just Even though these are all teams who've said like we talk to our customers all the time. We go through this and they're always like oh

1:13:57 Yeah, th this looks really different. than what we were doing. And we didn't know this stuff. One of the other things I want to mention is we do this thing Before the watch party?

1:14:10 Where we get everybody to predict. What they think they're gonna learn. Oh, I love that. And this is really Valuable for a bunch of different reasons. So

1:14:19 It's a way to capture a snapshot. Before we do the interviews of Like what do you actually think is gonna happen? And and And we have to push people to be specific. It's not, Oh, we'll find out how they what they think of our concept. Like Yeah, yeah. I know we're gonna learn that, but like

1:14:33 What do you actually think is gonna be the the outcome. People will prefer You know, ASAP delivery of their medications and you know, like whatever what like what is your hypothesis of what's gonna happen here? Um and and that helps me do a couple things. One is It helps me make sure that I'm tailoring the interview guy and everything the right way,'cause it's a it's another check, like am I

1:14:54 I'm understanding what you want to get out of this. It's a snapshot of what we wanted to learn. And then what happens is after we go through the big takeaways at the end of the whole study. It's very valuable to go back. And say

1:15:07 How does what we learned compare to what you thought? Because There's this Any researchers out there listening to this will be familiar with this idea. There's this hindsight bias that happens, which is As you've gone through the process

1:15:20 It's very difficult to remember what you didn't tell. You know, that you didn't already know this. Right. And so After you've gone through a research study, very often people like, Well, that we that seems obvious. We kind of knew that that was gonna happen. Like, no, no. Like let's look back at a day ago what we all thought.

1:15:37 And we actually have have learned a lot, which is awesome. Like that's the goal. We've learned it an enormous amount. And it's not to catch anybody out. Right. But it's it's really valuable to have the snapshot and to quite frankly, just help show the value of the research.

1:15:52 But We learned things. Or maybe we didn't, maybe you were all right, which is awesome. And now we know we can move forward twice as fast. The point you made about how most people after this are like

1:16:03 Wow, we need This is not what I expected and I want to do this more. I know that feeling so well. Every time. You're like, no, I don't need to talk to customers. I get I understand what we need to build. And then you do, you're like, Holy shit, why are we doing this all the time? What are we doing? Yeah, that's that's such a powerful feeling.

1:16:20 Yeah. I think is worth mentioning that I've come across which be when we do this set of predictions. So again, it's across All different kinds of businesses, all different kinds of domains.

1:16:32 There's certain patterns that I've noticed that show up over and over about Mm. Mispredictions? Like there's a there's a pattern of the kinds of things that show up over and over that are I think of as kind of these common blind spots.

1:16:46 And I think it's attributed I can attribute to this there's this concept of The curse of knowledge? So

1:16:56 I'm working with lots of teams who are Deep experts in their space, right? I'm not. I'm always like showing up as the new like, Okay, what is your business? What are we doing? But they're have deep expertise. And when somebody has deep expertise, it's very difficult to Imagine that other people don't know what you know.

1:17:13 It's very hard to to kind of put yourself in their shoes. Right. And you just think, well, well, doesn't everybody know this? Or maybe even, you know, Yeah. Doesn't everybody know this?

1:17:25 And so What that leads to is these key blind spots that are very common, which is there's an overestimation. Of how much your customer knows about the thing. Maybe how How big a problem they even perceive it to be?

1:17:39 How much they're willing to pay for it. Which is connected. And kind of where they are on their journey to be ready to buy this thing. Like oh wait that They're not

1:17:51 They don't They're not ready yet? Like wait, I Right. They're not there yet. Or or we haven't figured out who the right people are who are the bullseye. But people overestimate those kinds of things and it's really common

1:18:03 um blind spots that we find over and over across a lot of businesses with expert teams. That makes sense. Like Most startups Realize what they're trying to build is not. nobody really cares about. So I guess why that happens often.

1:18:16 Uh Okay. Is there anything else in this step of the interview that you think is really important to mention? Otherwise I I wanna hear what you find are some common pitfalls and Mistakes people make.

1:18:28 The team needs to be there and they need to show up. Mm. And this is the whole team, like the whole Like all the engineers, designers.

1:18:40 The way I like the what we found'cause sometimes we do this and at a maximum we had forty people show up. That's still our record. Uhhuh. And which is awesome. Like the more the merrier. Like I want the whole team to see this because part of the shortcut of the watch party is I'm not doing a report. I don't I don't need to go persuade or explain people what happened, like you all saw it and we went through it together and Everybody's aligned and guess what's happened. But it can make some of these other aspects of the

1:19:04 Process a little unwieldy. So what becomes important is to define like who's who's the core product team. Everybody's welcome. But there's a core product team who's probably taking notes and and like Also

1:19:15 For us as the outsiders, we know like oh Those are the opinions, like that's who's really building this thing. who's making the decisions and is gonna have to own this and have to build it or do whatever's actually do all the work. So Distinguishing about like who is that core product team.

1:19:29 They need to really be there for all of it. Other people if if If there's some other engineer on another project may want to come in and see one or two, awesome, love it. But everybody else, the core team, you need to be there for all of it. Where do you th find people often make a big mistake? waste time, have common or blind spots maybe along this process.

1:19:47 The time that it doesn't work as well. There are times I get to a and you're just like that. That just didn't work well. It's because For one reason or another we did not Select specifically and we didn't recruit specifically enough or weren't picky enough about bullseye customers. And so if you end up with a

1:20:08 combination of people who it was a little mushy, like you you let the bullseye bleed a little too much in the end you're like, Yeah, I don't I'm not sure what the conclusions are to draw here. If just feels Moshi And so Whenever that happens, I always kick myself and like Ugh I I

1:20:25 the team like took control of the recruiting because it was, you know, their customers and I I just wasn't picky enough or we didn't narrow it enough or They included some people who were like experts that they already know and they talk to all the time. Like Didn't like get what we wanted. And that can be frustrating. So you just have to really be Disciplined.

1:20:42 And picky. About about having the right people in there. Which comes back to where we started just Uh like seven attributes. I really like that. J'aving people a heuristic. There's like

1:20:53 Sevenish. narrowing attributes of who you're recruiting. You got a really specific. And ideally you get through through going through this process

1:21:04 What I wanna do is get to a point where somebody can nar a team can narrow down to a point where like actually There's one or two attributes that you realize later. Like That's the thing.

1:21:16 Oh. It's people on specialty medications that are refrigerated cold chain. All the other stuff? Maybe not as important. Like you figure out that's the distinguishing characteristic. And so now

1:21:30 If I have some giant funnel or a set of leads or all these things I need to prioritize. I can streamline all this other sales motion or something else that I'm doing, like That's For now, like we'll expand it, but for now

1:21:42 That's how I'm gonna prioritize people. There's some rubric or some couple questions or s or characteristics. That are Really the key ones. This reminds me of actually with Linear, something smart they did is they had a wait list. When they first launched.

1:21:56 And the wait list was their Uh questionnaire. What do you what do you w the what do you call it, the screener. So basically the wait list was a screener survey. It's like What do you use for auth, what do you use for hosting your code?

1:22:08 And then they pick those people that most match what they actually can do. That day. That's brilliant. Yeah. So there's a lot of overlap with this exercise and then hey actually launch. Uh any other blind spots or pitfalls, anything else that you think people often run into other than

1:22:23 Not getting narrow enough. Put more weight? On past Experiences? than on people's predictions of what they would do.

1:22:35 Classic, classic user researcher advice. Yeah. Say more. I described I do these two part interviews. So that first part is having people describe and explain past experiences, what they've done, what's important to them, et cetera. I put much more weight in that is like building the trajectory of what will this person accept or value or avoid

1:22:55 What do they think are barriers? to then showing a prototype like, Oh, I would totally do this. Like that does not sound at all consistent. With what you just described to me. So I'm gonna be somewhat skeptical. Of of your prediction of what you would do or what you think might happen?

1:23:13 We're all terrible at uh it's not about the Customer, like we're all terrible at this predicting what we're gonna do. And so I just put much more weight in like What Has this person shown and demonstrated in the past as their behavior and their attitudes and opinions?

1:23:27 Um and so I I really try to get teams to anchor more on that. I love that. And what I think like I think everyone always hears this and then they still fall for this because it's like, Oh great, they're gonna use this. Awesome, let's build it. They told us they would use this immediately. So what I think back to is your advice of like look for

1:23:47 Extreme excitement. Like that's more of a signal that maybe they actually will. And the other thing that you alluded to is confirmation bias. Right. And and we encourage people in the watch party

1:23:59 We give people kind of rules about how to listen. And we kind of encourage people to make it okay to kind of police each other a little bit and jokingly like, oh it sounds like you're You know, confirming your own bias about people would do this thing that you thought they would do, you know Try to like keep each other honest about what you're actually hearing and try to be as neutral and objective about what you're hearing.

1:24:18 How about that? uh to the uh signal that they're excited. It reminds me someone's quote once was look for their pupils to dilate. to sense how excited they are about something. You can just see it.

1:24:31 You do a bunch of this and and you You'll know. And if you don't know, you're like, it's probably a no. Which is how everyone always describes what product market fit feels like. You just you know it and if you don't feel if it's not obvious, then you don't have it. Okay.

1:24:44 Michael, we did a lot of good work here. We've gone through the entire process, solved everyone's problems. Uh I'm gonna skip the lightning round just to keep this episode shorter. Is there anything else that you want to leave listeners with before we wrap up? One thing I've been thinking about and and

1:25:00 And recently getting to experiment with Which I'm pretty excited about. As to how to apply these methods in biotech. Mm. So

1:25:11 Um M a sh big piece of the G V. Portfolio is in biotech developing new therapies, new treatments. That's a very different looking kind of business than a lot of digital enterprise consumer kind of products that I work with. What I think is really interesting is as I work more with those people, and and so those are years, right? And they're doing science. So nobody's calling me when they're doing science. Like they don't need that help.

1:25:34 They get to a point where There is some Productisation. Of it. You need to figure out like oh actually are how is this going to fit into

1:25:44 A physician's workflow, how will patients react to this relative to some other possible treatment or other Things that are out there. How do we encourage more people to accrue onto a clinical trial. How do we think about a clinical trial as a product? And and

1:26:02 streamline that and make sure we're targeting the right people and increasing the number of people are getting on there. So What's been interesting is as I work with teams, I mean talk about expert teams. As I talk to people who come kind of from that tradition, I don't know how else to describe it. Is

1:26:18 They don't they're doing similar work, but They don't seem to describe themselves as product managers. They have other kinds of titles. They come from like patient education. So they have these other titles, but they're doing similar kinds of work. And so but they come kind of from this other

1:26:34 place. And so it's really and they they talk about TPPs. Target product profiles. Right. It's like this different language in this different But it's the same like the same things, the same Methods and the same

1:26:48 Stuff so The idea of bringing some of these methods there, as I've I've been getting to do more recently, is really exciting to me because it feels like there's a Uh Partly it feels a little greenfield. And partly it just feels like

1:27:00 The impact there is huge, right, for some of those things. So th so that's something that I've just been thinking a lot about recently is is Just kind of excited about those kind of opportunities. And also just kind of curious. I don't know, to hear from some of your listeners if they're doing some of this in those spaces. This is a good segue to

1:27:16 Two final questions I ask everyone, so perfect. Uh One is just share where people can find your book if they wanna go deeper. They want to practice the themselves. And also do you like

1:27:27 Do they reach out if they want to work with you on the sort of thing? So just share what folks can do if they want to learn more and then Uh, coming back to what you just said, how can listeners be useful to you? Maybe share Cool cool biotech stuff. So learn more faster dot com. Um you can go

1:27:42 Grab a free copy of the book. Um, there's all kinds of demo videos of me doing interviews. There's all kinds of worksheets and resources. There's even a really nerdy Researcher Playlist? There's a

1:27:54 So please just go grab stuff. It's all free. Like again, I'm I'm not selling anything. I'm just really eager to get people to try this. Um and and use it and Please tell me in terms of how you could help me, tell me your stories. Try it, let me know what works, how you adapt it. Um, how it applies even to Places that aren't early stage startups, I assume some of this is

1:28:13 Is relevant there. Um so please let me know. Um ways you can reach me to let me know is Michael at learnmorefaster dot com. Um you can just directly send me a note there. I I don't

1:28:23 Can't guarantee I'll reply to everybody, but I'll read it all. Um and I'm on LinkedIn is probably a really great place to reach me. And it sounds like you also answered that last question. How can folks be helpful? Just like share their experience with. Yeah, totally. Just tell me your s your stories. How did you use this? What did you use it on? What worked? What didn't? How should we fix it? feels like we I'm excited that we were able to open open source this, that G V was able to do that. And so

1:28:45 Part of that is Help me update it and fix it. Awesome. And just to clarify, if folks want to like go really deep, do you work with companies just like ad hoc or how does that work? Just so people know. I work with G V portfolio company. So I got it. So I go work with G my Okay, there we go. Yeah, my full time job is UX research partner at G V. Awesome. Michael, thank you so much for being here.

1:29:06 Thank you a ton. I've loved this. This has been super fun. Awesome. I love to hear that. Bye everyone. Thank you so much for listening. If you found this valuable, you can subscribe to the show on Apple Podcasts, Spotify, or your favorite podcast app. Also, please consider giving us a rating or leaving a review, as that really helps other listeners find the podcast.

1:29:28 You can find all past episodes or learn more about the show. At Lenny's podcast dot com. See you in the next episode.

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