How did this happen to such a well-meaning group of product managers? Part of the explanation lies in how different departments view their roles and the metrics of their compensation or evaluation. When we created a collective map of their interviews, it became clear that the underlying product wasn’t the problem – no one had taken a good hard look at the breadth of customer experience and worked out all the kinks in getting the product to take off. In their deliberately shortened interviews, each group came away with a much better understanding of each user’s top frustrations. ![]() Across from each small group was a novice user. The class broke up into groups of two and started their interviews. Our top customer journey mapping tools discussed in this article will help guide you to better results for your customers – and they just may be the key to your next solution success.
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