And GEt your Customers what they really want, not what they say they want!

  • Lean Ethnography for Agile

  • email robbie at

  • Get out of the building and in front of your customers.

  • 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 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

  • Emergent themes

  • Narrative Arcs

  • Storytelling -- bringing to life

  • Visualize Data

    • 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.

  • Graphic recording

    • 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.

Presentation: Internalization and socialization tools

Presentation: Internalization and socialization tools