What this is: After a body of user testing and learning have been completed, turn those findings into high-value knowledge.

• Use test findings to create "customer success guidelines" for other development teams.
• Improve their rate of customer success when a team doesn't have the time or money to test what it builds.

Average turnaround time: This averages 1 work day per completed study, plus 50% additional time to create simplified guidelines:

• Example 1: If 5 studies are included, this is 5 days of time plus 2 1/2 days to refine this into a simplified online resource.
• Example 2: If 20 studies are included, this is a total of 30 work days.
  The same time formula works when adding new studies to an existing knowledge base.

How this works: Design and implement custom "customer success guidelines":

• Combine multiple studies to create meta-knowledge ("customer success guidelines").
• As early as a client wants this, apply the meta-knowledge to raise the performance of multiple teams so that a growing range of products and systems are built better, faster and cheaper.
• Guidelines may be prescriptive (that is, what you should do)
• They may also be walkthrough-based. That is...
  • We're going to review what you've done
  • Score it based on what you should have done
  • Give you a checklist of what you should do next

Take developer performance to the next level: Deliver "accelerated continuous improvement."

• Start new designs with these guidelines.
• Run usability tests on those designs.
• Use those findings to improve the guidelines.

Key knowledge questions: Focus on the test findings that accelerate and maximize:

• Business value to development teams
• Customer performance (both outcomes and satisfaction)
• Development speed (faster time to market with higher quality and lower costs)
• Competitive advantages
• Strategic impact (what delivers high-value business unit and company-wide contributions)

How to get it right: Contact us.

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