get out of the building…
…and in front of your customer
Observation where your customers interact with your brand, products, and services.
Customer journey mapping to establish the highs, lows and opportunities.
UX to zero in on how we;; technology's motivating behavior.
Ethnography to add the cultural element
Ideation to choose key go-to-market strategies and solutions
ANALYSIS, ideation, AND Solutions
Develop interview and observation guides to understand experience as constructed by users.
Relate experience in their own words
Multi-sited, coordinated field team
Follow similar structure for observation
Write observation reports
Storytelling -- bringing to life
Help people quickly internalize the insights
people quickly find a way apply these insights to their work
people have tools to socialize/communicate these findings to others.
Captures all of the day’s learning on 4’ by 6’ murals that surround the room (see above).
Recording stimulates creative contribution and big-picture thinking among participants,
Produces an engaging record to communicate with the rest of the company after presentation and working session
Makes final presentations more engaging and productive.