Well hello! If you're here for part 02 after reading part 01, welcome back - glad you could make it. If this is your first time, come on in! I'm certain you’ll find something useful & interesting.
This is the second in a series of 4 articles that outlines our process Action, Adventure, Danger & Romance that we like to follow when partnering with a business to launch their digital product or really make their customer experience shine, but in reality it’s a framework that anyone, be it founder or product owner, can apply to structure their approach when making their big idea a reality.
That brings us to the fun part, Adventure.
The obvious starting point is simply talking to your customers.
There are strengths in all methods of research, both quantitative and qualitative, but at emdash we believe at this stage nothing beats talking one-on-one with your customers. It produces a richer back story and a deeper understanding of their current journey.
If you can couple this with stakeholder & domain expert interviews, you gain gain a wider picture of all the characters involved.
So not just the steps in your hero’s journey but all the action behind-the-scenes that needed to happen to let them continue.
As we fill out their backstory, it’s critical to document the journey they’ve been on, noting all the steps they’ve taken to complete a goal, and how many goals occur within a specific timeframe, or chapter in their story.
Once we understand the journey they have been on so far, we can start to plan the adventure we intend to take them on.
Knowing the steps they have taken means we can design solutions that make these steps easier, quicker, more enjoyable, and really elevate their experience.
We can pinpoint moments of inefficiency and optimise them, or create a brand-new adventure entirely knowing what to avoid or build upon.