Thomas Christensen

At Veed we book customer interview sessions based on user behavior by automatically filtering to a set of users, emailing them, and booking time across the team's shared availability.

 will be doing continuous user interviewing. The goal is to build a strong intuition about our users and discover the unmet needs, pains, and desires of today's video creators. We will aim to speak with a particular set of users every week to get targeted feedback to improve the initial experience with Veed.

It’s our goal to recruit three types of users:

users that make videos weekly (habit users)

new users that just made their first video (aha users)

new users that didn't make their first video

For type 1 and 2 (habit and aha users), we’ll do email outreach. For the users that don’t make their first video, we’ll do outreach in the app.

We can setup this process to run automatically with our existing tools. We’ll use Amplitude, customer.io, Calendly, Zapier, and Notion to make all of this happen automatically and document when meetings are booked and which ones are on the calendar.

We can define new users that have created a new project and are from a small business, are a freelancer, are at an agency, or work at a large enterprise.

We can then sync this list of users automatically to customer.io so that it’s always up to date with the latest list of users that meet this criteria.

Email users asking for a meeting to give feedback

We can send automated emails to users when they enter this audience by setting up a workflow in customer.io. We can send follow up emails if they open the email but didn’t click on the link to book a feedback session.

We can personalize the email so that it’s not a generic “please send your feedback”, instead we can make it timely based on when they’ve just completed their first video. Here’s the email we send:

We include a calendly link in the email to users. We set it up as a collective email so that multiple people can perform the user interviews. We auto-populate the 

 so that they don’t have to fill out fields in the calendly UI.

Once meetings are booked, we then create a record in a Notion page and put a notification into slack to let people know that the user research session has been booked. We use Zapier to listen for a calendly meeting, then create a record in Notion and send the slack notification.

Automatically scheduling customer interviews at VEED

Overview

Types of Users

Process

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