There’s a lot of debate in the product and research communities about quantitative vs qualitative approaches to metrics, so we sat down with Tomer Sharon (MD/Head of User Research and Metrics at Goldman Sachs) to talk about how he uses Google’s HEART approach to track what matters. Formerly of Google and WeWork, Tomer talks about all five parts of the model – Happiness, Engagement, Adoption, Retention and Task – and also shares his take on NPS.
Quote of the Episode
If you care about what people think, then there’s no analytics package that can give you that answer… There are people who would argue that “Oh yes, we can tell if they are satisfied if they do 1, 2, and 3”. It’s not true… the numbers will never tell you what people have in their minds. You have to ask them.
Listen if you’d like to learn more about
- How to use data
- Lean User Research
Links mentioned in this episode
- Follow Tomer on Twitter, LinkedIn and Medium
- Tomer’s overview article on HEART
- Jared Spool NPS article
The Product Experience is hosted by Lily Smith and Randy Silver.
Lily enjoys working as a consultant product manager with early-stage and growing startups and as a mentor to other product managers. Lily has spent 13 years in the tech industry working mainly with startups in the SaaS and mobile space. She has worked on a diverse range of products – leading the product teams through discovery, prototyping, testing and delivery. Lily also founded ProductTank in Bristol, the Product Managers’ meetup with regular events and talks on Product now with 800+ members and growing. Now the Product Director at Symec, Lily also runs ProductCamp in Bristol and Bath.
A recovering music journalist and editor, Randy has been working as an interactive producer and product manager across the US and UK for nearly 20 years. After launching Amazon’s music stores in the US and UK, Randy has worked with museums and arts groups, online education, media and entertainment, retail and financial services. He’s held Head of Product roles at HSBC and Sainsbury’s, where he also directed their 100+-person product community. Now a trainer, Discovery and Leadership consultant, he’s spoken at Mind the Product Engage (Hamburg and Manchester), the Business of Software, Turing Festival, a number of ProductTanks (London, Zurich, Manchester, Birmingham, Bristol, Oxford, and Brighton… so far!) and at conferences across the US and Europe.
Our theme music is from Hamburg-based Pau, featuring ProductTank Hamburg’s own Arne Kittler on bass. Listen to more on their Facebook page
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