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Understanding the Customer

1. Interview. 2. Dig Deeper. Understanding the Customer. Broad view: A subject, an interviewer, note-taker. Situational Details, Alternatives. Draw a journey map. Draw a journey map of the customer’s experience, then have him or her

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Understanding the Customer

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  1. 1. Interview 2. Dig Deeper Understanding the Customer Broad view: A subject, an interviewer, note-taker. Situational Details, Alternatives.

  2. Draw a journey map Draw a journey map of the customer’s experience, then have him or her Identify pleasure points (above the line) and pain points(below the line).

  3. Reframe the problem. 4. Describe the Job to be Done Situation: “When Motivation “ I want to Expected Outcome “ So I can….. Constraints….

  4. Ideate: generate alternatives to test 5. Sketch at least three ways to meet the JTBD

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