Now, when you do journey maps or you create personas, and when you think about content strategy or improving your content and making it more useful, more desirable for your users, it's important that you get that guidance from user research and specifically doing field studies, sitting down with users, going to their homes;
if it's B2B, going to their office place, sitting beside them. I once was doing an internal intranet study for a big hospital. I would go from desk to desk talking to different users. When I would come up with an artifact, so when I would discover an artifact, in one case it was a list of telephone numbers of – you know – frequent people to call; you really need to dig deeper and discover *all the opportunities that exist*. And I ended up carrying a stack of papers.
And one of the users said, "You know, it would be really nice if I had a list of frequent people to call..." And I pulled it out for my stack of papers and said, "Oh, you mean something like this?" And she went, "Yeah. That's exactly right!" I'll tell you another story from a store – it's like a country store. So, on the West coast of the United States there are a new generation of farmers. The focus of this study was to discover what the experience was for younger, for Millennial farmers,
and in particular what content they might need to go along with an e-commerce experience. So, we went out to farms and interviewed people – actually we recruited through, we joined groups on Facebook and we could actually see from the Facebook groups that people were recommending our client's brand and other brands, and they were asking questions like "Where can I sell chicken eggs?" because when you start farming at home, out in the countryside, like chickens are a popular one, goats are the other one; you start developing the byproducts of those of those things.
So, we talked to a lawyer – she's a lawyer by day, when she goes into Seattle, the nearest biggest city, she takes her Nubian goats and sells them to people that buy the goats. It's really interesting. Then the other thing she made was soap with the lard she was making with the extra fat that she was getting from her pigs. She was making her own soap and then selling her own soap as kind of a cottage industry. So, we could see this – we heard from the users that kind of stuff; we saw them doing this online as well.
So, we had a kind of the social side of it, and Facebook groups are extremely important for certain communities like this. They also act as a way to sell products if you have excess products. But one thing we found out is the users said they want to be able to do this at the stores as well. They said they like the physical events, the social events that stores put on. So, you know, come to the store – a little music, a little bit of food: community essentially. They really liked that, but they wanted more of them. We also discovered that a lot of women
were making the buying decisions. One of our personas was the manager of the farm. A lot of these people have just learned how to do farming off of YouTube; they call it the University of YouTube. So, that small content about how to make your own sauerkraut, how to raise goats, how to make a fence that is deer-proof so the deer don't come and eat your vegetables. All these kinds of things they rely on YouTube, so that was a content discovery source for us. We realized as well that these women were one of the primary personas; they kept coming up.
The irony here was the CEO of the company was actually a woman, but they didn't tell us to interview women – they didn't tell us anything about the gender side of it. We went and did some research just because it was one of our findings and it turns out that in Oregon, anyway, 50% of new farmers are women. This is a huge cultural shift from the 1950s, '60s, where it was like 85 to 90% men.
This is an inclusion and a bias story of discovering bias. Women were complaining that the jeans were designed for men. Women said that after going on a horse for like 20 minutes, the jeans would rip. Then the crotch would just rip out, so they're throwing away, wasting money on clothes that were not designed for a woman's body, for her physical needs as well as social and other in these. In other words, they were made cute, so little tiny pockets that you can't put anything in – no tools, no phone.
Whereas the men's clothing had that functionality. And there's a bias on clothing, in particular work clothing, and there are actually brands that cater specifically to women that understand this, and there are two or three brands. But it's still very niche; it's very like edge case. Yet up to 50%, in California, close to 35 to 40% of farmers are women now. And these are government statistics, and it matched kind of our study.
So, it was a finding that we stumbled upon by making sure that we interviewed the right users, that we listened to – we didn't just assume that farmers were men. We kept an open mind when we created the study. The content ideas that poured out of this gave us all the types of things that users were saying they needed, and we were able to tell our client to have their social media team and make the kind of content that would work, that would resonate emotionally with the kind of problems that users were trying to solve, in addition to the e-commerce.
And actually when that site launched after six months, (there was) a 10x increase in sales from that site. So, they did something right, and a lot of it had to do with just doing one of these very open baseline professional field studies that can give you all the content and desirability insights that you need to make the right decisions.