Do You Care about Your Customer’s Point of View?
Celia and Joseph came back to the workshop after lunch filled with customer information. They had been instructed to dig into their customer’s point of view and their emotional measures of success, what made them feel good about working through their tasks. The topic had been presented during the customer empathy discussion that morning. The teams […]
How … and Why to Build Empathy for your Customers
This week I participated in a virtual dementia tour where I quite literally walked in the shoes of seniors with dementia. Having spent a lot of time in the last few years visiting seniors in their homes, many of whom had this debilitating disease of aging, I thought I had a pretty good idea what […]
Developing Empathy through Customer Interviews
Celia entered the room where their customer discovery workshop was being held. She hadn’t been able to sleep last night. She was filled with excitement for the innovation journey ahead but she also was worried – was this approach going to work? Would building empathy for their customers lead to new innovative ideas? Or would […]
Customer Discovery and the Beginner’s Mindset
I love the word discovery. To me, it conveys uncharted territory and exploration. If I seek to discover, I have a mind open to new ideas, and I expect to be surprised by what I find. Add the word “customer” before discovery and I am poised to learn extraordinary things from my customer. While a […]
Design Thinking is not “One and Done”
Jack ran into Kim in the hallway outside the CEO’s office. “You too?” he asked. The CEO had requested a meeting to discuss their proposal for investment in the winning team’s innovation challenge. “He said he wanted to do a test, see if we could celebrate a quick win,” said Jack. Kim frowned. “That’s what he […]
Aligning Innovation Investment with Your Brand
Jack returned to his office after the leadership meeting. He felt exhilarated – he and Kim had actually pitched a new approach to innovation that started with the customer instead of the idea. And while they only got a lukewarm response … and a lot of skepticism … from the rest of the team, they […]