Understand

Observation and recording of customer behaviours, attitudes and opinions is useful because it helps organisations better understand their customers and get a better handle on their implicit and latent desires. Download these tools & templates which can help you improve your understanding of customers or your business environment; 

Customer Journey Map

A tool to help understand and improve user experiences

Empathy Map

A tool for capturing customer’s feelings about your services

Flow Diagram

A tool to help understand business processes and make meaning out of lots of data

Touchpoint Matrix

A tool for visualising how customers use your service and help you make sure that all possible customer connections are handled appropriately

Concept Map

A tool for visualising the relationship between elements of a service (people, systems, objects etc.)

Useful Stuff

Customer Personas

Understanding customers & stakeholders interest in your service & their importance /influence

Stakeholder Map

Understanding your wider stakeholders and what motivates them

Service Safari

An experiential process for understanding services.

Context Map

Understand the context within which a product or service will be delivered.

User Shadowing

Understand the context within which a product or service will be delivered.

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