cover of episode #23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement

#23 Building Trust in AR: Niantic's Guide to Transparent Customer Engagement

2024/3/27
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Brynne Henn：Niantic 的使命是创造增强现实技术，使现实世界变得更好，鼓励人们一起探索世界。他们设想通过个性化增强现实层，提升世界互动性，帮助人们更好地连接世界，而不是将人们从现实世界中剥离。在产品开发中，他们使用“先写博客再开发”的方法，确保产品满足客户需求，避免只关注内部原因。他们利用社区团队作为客户声音，全年收集反馈，确保所有团队都能了解客户需求。他们通过虚拟试穿、个性化广告和游戏化体验等方式，提升客户体验。他们致力于创造增强现实技术，让现实世界变得更好，更个性化、更具互动性，并认为移动端 AR 和 WebAR 将是未来增强现实的过渡阶段。他们通过参与开发者活动、建立社区和持续迭代的方式培养开发者社区，并通过定性数据（调查、社区大使反馈、Discord 社区等）来衡量开发者社区的满意度和产品开发方向。赢得开发者信任的关键在于诚实透明，及时回应反馈，并承认错误。他们通过建立产品开发框架，提高效率，减少后期问题，并建立统一的沟通框架，确保所有团队使用相同的语言和信息，避免客户困惑。他们通过多种方式收集用户反馈，包括用户研究、内部专家访谈、社区反馈、调查问卷和活动等，并通过黑客马拉松等活动收集开发者反馈，了解用户需求和产品改进方向。他们常用的工具包括纸质文档、Asana 和 ChatGPT。他们认为，客户体验领导者应该放下自我，倾听客户的声音。 Lauren Wood：作为主持人，Lauren Wood 主要负责引导话题，提出问题，并与 Brynne Henn 进行互动，帮助她更清晰地表达观点。她对增强现实技术和客户体验方面表现出浓厚的兴趣，并积极参与讨论，提出一些具有启发性的问题，例如如何衡量以开发者为中心的产品开发，如何获得真实的反馈，以及如何进行跨职能协作等。

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On this episode, Brynne Henn, the Product Marketing Lead, of the AR Development Platform at Niantic,  discusses Niantic's approach to user-centric design and customer experience in developing AR products. The discussion highlights the importance of prioritizing the needs of customers and using a 'blog before you build' approach to ensure that products are built for customer needs. The conversation also delves into how AR can enhance customer experiences, the fostering of a developer community, and the significance of building trust with customers.

Tune in to learn:

  • How to prioritize user-centric design and customer experience in AR product development.
  • What is the 'blog before you build' approach and how can you use it to ensure products are built for customer needs?
  • How AR can enhance customer experiences through virtual try-ons, personalized advertising, and game-based experiences.
  • How to foster a developer community by understanding their needs and providing support.
  • Why you need to build trust with customers by being transparent, addressing mistakes, and valuing their feedback.
  • How to create a foundation for product development to streamline processes and improve efficiency.
  • The need to drive cross-functional collaboration by understanding team dynamics and establishing clear communication.

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