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A secret project and why NPS is total BS (plus workshops in Helsinki, Copenhagen, and Stockholm)

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December 21 · Issue #7 · View online
Design Sprint Newsletter
Hey there,
First, the secret project: I’m looking for people to test read the introduction of my new book. I’ll tell you more about it in January, but for now I’ll just say that my co-author is the awesome John Zeratsky (also co-author of Sprint) but the new book is not about business or design. Want to try the first 30 pages and tell us what you think? Click here to sign up and we’ll send you a link. 
Also, I’ll be doing workshops in Helsinki on February 21, Copenhagen on February 26, and Stockholm on February 28. (Yes, I’m leaving California to visit to those lovely cities in February… seems like a good idea, right?) Early bird tickets are on sale now, use the code jakenewsletter18 for a 50€/500Dkr/500kr discount. 

Five things to share this week:

1. Stop using Net Promoter Score
I’ve heard lots of skepticism of Net Promoter Score, but I always figured the ubiquitous metric was backed by good data. Apparently not, according to this well-researched takedown by renowned researcher Jared Spool. In a lengthy tweet exchange with Jared, I was surprised to learn that apparently you’d be better off just straight up asking your customers if your product is good. If your company uses NPS, you oughta read his whole post. Read on Medium.

2. How to build rapport (research tricks you can use in any meeting)
In this post, my former colleague Michael Margolis shares his techniques for building rapport with strangers for 1:1 customer interviews—but you can use these observations about body language and room dynamics in any meeting. Read on GV Library.

3. Three questions Flatiron Health asks before every design sprint
If you read Sprint you might remember Flatiron Health. This is a cool post talking about how they’ve integrated sprints into their company over the course of three years, and the key questions they ask before each one. Read on Sprint Stories.

4. The Australian government doesn’t use focus groups…
Focus groups are bad news, but you don’t have to take my word for it. Read on Digital Transformation Agency.

5. …and the Canadian government uses design sprints
While we’re talking about government digital agencies, check this out.

That’s all for this week! Thanks for reading. If you’d like to help spread the word, please forward this newsletter to a friend, buy a book for somebody, or write a review. If it’s your first time reading, I hope you’ll subscribe.

—Jake

P.S. Sprint is a great gift for babies, too… puts ‘em right to sleep:
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