¿Cómo hacer tríadas con clientes y usuarios?

What is a client tria and how is it different from a group focus?

A client tria is a powerful technique that promotes greater interaction and fluid dialogue among a small group of people. Unlike a group focus, which usually involves seven people, a tria consists of only three participants. This facilitates moderation and ensures that everyone involved can express their opinions without being interrupted. In addition, special care is taken to invite participants who are strongly loyal or critical of the product or service to obtain valuable feedback.

How to create an anonymous discussion environment?

Anonymity is crucial to foster an honest and open environment. Here are some tips for implementing it:

• Allow participants to choose fictitious names, thus avoiding revealing their real identities.
• Ensure that participants' real names never appear in reports.
• Ensure that moderators can follow the thread of conversations without knowing the real identities of the participants.

This strategy not only protects confidentiality, but also helps individuals feel more comfortable sharing their experiences and honest opinions.

How to effectively moderate a tria?

A good moderator should be attentive to:

• Ensuring that all voices are heard, especially those who tend to speak less. The quieter people often have valuable observations.
• Use tools such as post-its to allow all participants to express their thoughts without being interrupted.
• Encourage the use of the past to get participants to reflect on their recent experiences.

Using questions that go to the heart of the problem rather than dwelling on obvious solutions helps to extract useful and accurate information from the group.

How can issues be identified and mapped?

After a tria session, it is essential to map the issues discussed to get a clear picture of the issues to be addressed. This is achieved by:

• Classifying problems into broad categories, such as infrastructure, accessibility, or work environment problems.
• Facilitating an ongoing discussion of these problems for at least an hour, delving into the underlying reasons rather than the immediate solutions.

This process gets to the root of customer concerns and paves the way for meaningful, strategic changes.

How to invite customers to a tria session?

Inviting customers to participate in a tria should be a friendly and direct process:

• Contact real customers, possibly those who have recently uninstalled an application, and offer them a space to share their feedback.
• Make personalized invitations that make them feel valued, offering a gesture of courtesy, such as a coffee during the meeting.

These types of interactions foster a sense of community and increase customers' propensity to participate in future meetings.

How do you give meaningful gifts to participants?

At the conclusion of a tria session, it is a good practice to show appreciation to participants:

• Provide company gifts, such as useful merchandising that reinforces the emotional bond with the brand.
• Personalize the experience by showing gratitude for the time and opinions shared.

This gesture not only enhances the participant's experience, but also strengthens loyalty to the company, making them potential ambassadors of the product or service.

Participating and organizing a tria is a golden opportunity to deeply understand customer experiences, concerns and expectations. This opens doors for innovation and strategic loyalty that will benefit both the company and its users. Dare to delve into the conversations and transform your products based on the insights you gain!