Toolkit
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A Practical Guide To Conducting Contextual Inquiry
In a contextual inquiry, also known as contextual interviews, researchers observe participants as they perform tasks while explaining what they’re doing. Researchers may also ask clarifying questions during the process. These interviews take place in the user’s environment, blending observation with traditional interviews. This approach gives researchers a rich, detailed view of how customers interact…
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Shadowing: A Guide To Deeper Customer Insights
Shadowing is a powerful ethnographic research method that helps design teams derive valuable insights about customer behaviours, motivations, and pain points. What is Shadowing? Shadowing involves closely following and observing customers as they interact with products, services, or the environments, to see the actual behaviours and challenges that customers face. The method captures nuances often…
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How To Gain Deeper Customer Insights With Empathy Maps (With Template)
Key Takeaways Empathy maps is a powerful (yet often overlooked) tool that helps teams gain deep insights into their target customers. Often, when attempting to construct a view of their customers, teams, armed with limited data from surveys and feedback (or sometimes none at all), jump straight into creating customer personas, skipping the empathy mapping…
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What You Need For An Effective Ideas & Task Prioritisation Workshop
An Ideas and Task Prioritisation Workshop aligns teams, clarifies objectives, and sets a clear roadmap for execution. Here, we’ll walk through the essentials of conducting a workshop that not only streamlines your workflow but also maximises productivity and strategic focus. Workshop AT A GLANCE: Guided Steps To A Successful Prioritisation Workshop 1. Pre-Workshop Preparations a.…
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How To Prioritise Your Ideas Using A Priority Matrix (With Template)
After a lively brainstorming session, teams often end up with loads of exciting ideas. Now, the big question is: which ideas should we jump on right away, and which ones should we park for a bit? This is where the Priority Matrix comes in, helping us make those decisions a bit easier. The Priority Matrix…
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How To Create A Customer Persona (With Template)
Customer personas give you a snapshot of your real, ideal customers. We shared about how they are vital to a business’ customer experience and marketing strategy in our piece, “What Are Customer Personas? (+Why You’d Need One)”. Now, we’re sharing a nifty tool – The Customer Persona Canvas. It’s a simple, no-fuss template to help…
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Easy To Use Customer Journey Map Templates (With Examples)
Customer journey maps are a visual representation of the customer’s interaction with your brand from start to finish. These maps serve as a tool to pinpoint areas for improvement at each customer touchpoint, while also assisting teams in the search for effective solutions. In ‘An Easy Guide To Creating Your Customer Journey Map‘, we explained…
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What Is The Jobs To Be Done Method (+How To Use It)
The Jobs To Be Done (JTBD) framework represents a unique approach to understanding customer needs and behaviours. Unlike traditional approaches that primarily focus on demographics, JTBD delves deeper into the actual objectives and motivations of customers, providing a more holistic view of what drives their decisions. This method is particularly effective in fostering innovation and…
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What You Need To Know To Run A Customer Persona Co-Creation Workshop
It’s essential to get a clear picture of your customers, and who better to help in a customer persona co-creation workshop than those who interact with them daily? A diverse mix of participants from different departments can offer a broad view. Bringing prior knowledge or research on your target groups to the table is a…