Voice Of The Customer Use voice of the customer to establish what the customer's expectations are. Share Tweet Post Why use voice of the customer? “Voice of the Customer” is the term used to describe the stated and unstated needs or requirements of the customer (internal and external). This process of...
Fly-On-The-Wall Observation Use Fly-on-the-Wall to clarify what the problem is, and inspire a solution. Share Tweet Post Why use Fly-on-the-Wall Observation? Through fly-on-the-wall observations the team can obtain a snapshot into how a person interacts with the environment and in certain situations - providing a glimpse of the person's natural tendencies...
Deep Dive Interview Use a deep dive interview to gain a deeper understanding of the customer’s spoken and unspoken needs. Share Tweet Post Engaging Customers in Story Telling Through a deep dive interview Hosting customer interviews (or conducting ethnographic research) is a critical step in the Design Thinking process. Through these...
Design Challenge Statement Create a challenge that inspires the team Framing the proper challenge is key to getting the team started on the right foot - helping them to arrive at a desirable solution at the end of their project effort. Share Tweet Post FRAMING THE Design CHALLENGE Statement Framing the problem...
How Might We Statement How Might We questions help to reframe problems as opportunities. How Might We questions help the team to narrow their focus on what needs are most important to act on, serving as the foundation for the design team’s brainstorming and ideation activities. Share Tweet Post What are How...
User Needs Statement User Needs Statement summarizes who the user is, what the specific need is, and why important The User Needs Statement helps the team think about what they want their solution to do, not how. Aligns the design team around a specific and actionable problem. Share Tweet Post What...
Customer Persona Customer Persona helps to answer the important question of, “Who are we designing for?” A customer persona or user persona is an archetype or semi-fictitious character created from the Design team's ethnographic research. The persona represents a specific customer or customer group's needs. Share Tweet Post What is a...
Empathy Mapping Empathy mapping helps teams gain deeper insights into what the customer was thinking and feeling. After engaging customers in storytelling, the Design team must unpack their findings to identify key themes that make the stories actionable and a source of inspiration for solving the problem. Share Tweet Post What...
Thumbnail Sketching Conveying your ideas with pictures When generating a list of solutions and ideas for improvement, it may be helpful to challenge the team to draw their ideas. Share Tweet Post The act of sketching ideas as pictures is a basic and visual way to convey them. Creating sketches is...