What does it mean to be customer-obsessed?
After working at a customer-centric company that gathers VOC feedback on a large scale, I’ve developed a few new skills. My short answer is understanding customer needs through deep empathy and offering solutions that improve lives. Do you need someone who prioritizes the customer, understands business goals, and knows how to advance them with great design? By thinking beyond the status quo, I generate visionary ideas that can transform your product into a game changer – that’s my mission.
Experience Maturity – When UX is empowered to influence product decisions by listening to internal and external customer opinions, it can visually communicate those voices back to the business. High-performance teams are customer-focused and can prioritize the roadmap from an informative, customer-centric perspective.
Customer Synthesis – Build customer relationships and loyalty by conducting 30-minute interviews to quickly validate small features. Nothing beats talking directly to your target audience. The insights you gain are priceless, and no amount of quantitative data can provide the same level of understanding.
Customer Advisory Board (CAB) – I’ve presented and demonstrated high-level product initiatives using UX storytelling to validate features with customers. In an open forum, familiar customers were given the chance to share their opinions on what quality mattered most to them, thus influencing the prioritization of features on the agile roadmap.
Customer Insights – I utilize multiple SaaS feedback tools to more effectively track customer behaviors, frustrations, and usage patterns. I’ve created advanced queries and funnels to gain deeper insights into the customer journey and support product decisions.
Agile Methodologies – I am certified in Agile to help facilitate development processes. I have been able to break down overly complex initiatives into manageable delivery sprints that provide value to the business and customers throughout the product lifecycle. Knowing how to focus and collaborate with the development team builds trust and fosters a high-performance, software-focused Agile team.
Featured Product (DD) Process – My process starts with the customer and loops back to the business. As my workflow diagram illustrates, I prefer using the double-diamond design process, which enables the product team reach consensus on developing predictable feature outcomes during each design sprint.
Design Thinking – To become a product domain expert, one needs customer empathy and a deep understanding of what customers truly want, not just what is perceived as their desires. Using design thinking methodologies helps facilitate all the requirements more effectively than anyone else in the room, enabling the team to create experiences that customers truly desire.
