Customer Empathy
Deep-dive into customer empathy and user journey thinking. Use when designing onboarding, improving UX, planning features, or trying to understand how to delight users faster.
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# Customer Empathy Exercise Pause and deeply empathize with your users before continuing any work. Think through these questions to clarify who you're building for and how to serve them best. ## The Customer **Who is our ideal customer?** - What's their role, context, situation? - What brings them to us right now? **What job are they trying to get done?** - What's the outcome they actually want? - What would "done" look like for them? ## Their Journey **What's their mental state at each step of the way before getting to this point?** - What are they feeling when they first arrive? - What questions are in their head? - Where might they feel confused, frustrated, or stuck? - When do they feel momentum and progress? **What do they care about?** - What matters most to them right now? - What would make them think "yes! This is it!"? **What do they NOT care about?** - What features/details are we obsessing over that they'd skip right past? - What complexity can we remove entirely? ## Delivering Value **How can we best help them?** - What's the single most valuable thing we can do for them? **How do we make them succeed?** - What does success look like from their perspective? - What's blocking them from getting there RIGHT NOW? **How do we make their lives easier?** - What friction can we eliminate? - What can we automate or do for them? ## The Magic **How do we get them to the "aha" moment as fast and easily as humanly possible?** - What IS the "aha" moment? - What's the shortest path to it? - What's currently in the way? **How can we delight them most?** - What would make them smile or say "wow!"? - What unexpected value could we add? **How can we make this as seamless and magical as humanly possible?** - What if this just... worked? - What would "effortless" look like? **How can we make them "wow!" and provide MOST of the value in the SHORTEST time with the LOWEST effort?** - What's our 80/20? - What's the minimum they need to do to get maximum value? --- *Write your answers. Be specific. Challenge assumptions. Think from their shoes, not ours.*
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