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.