CUSTOMER DRIVEN INNOVATION (CDI)
What does it mean to be customer obsessed? After innovating at a customer-centric company that captures VOC feedback at scale, I’ve honed a few new tricks. My short answer is the understanding of customer needs based on deep customer empathy and provide solutions to makes people’s lives easier and better. Do you need someone who takes a customer-first approach, understands business goals and how to advance them with great design? By thinking beyond the ordinary, I produce visionary ideas that can make your product a game changer… that’s my mission.
DESIGN THINKING METHODOLOGIES
To be a product expert requires understanding what customers want and not what we think they want. The UX goal to build product features that help both the customer and the bottom line.
FEATURE PRODUCT (DD) PROCESS
This process starts with the customer and works back to the business. I like to work within the double-diamond design process, seen here in my workflow diagram, to allow the team to get to a product quorum faster.
Conduct 30-minute interviews to quickly validate small features. Nothing beats actually talking to your target audience. The insight you get is priceless, and no amount of quantitative data will let you reach the same level of understanding.
CUSTOMER ADVISORY BOARD (CAB)
In this step in the process, I presented high-level product features through storytelling to enterprise customers. This open forum enabled customers familiar with the product to voice their opinions on what features are most important to them.
I prefer to use a number of SaaS feedback tools to better observe customer behaviors, frustrations and usage patterns. I’ve created sophisticated queries/funnels to gain deeper insights into the customer journey to help inform product decisions.
UX AGILE METHODOLOGIES
Recently I was certified as a ScrumMaster™ to better facilitate and increase efficiency for a fast-paced customer focused agile team. My process simplifies overly complex feature initiatives into manageable delivery sprints that provides business/customer value throughout the delivery lifecycle.
When UX is empowered to influence product decisions by listening to the voices of internal/external customer opinions, then is able to translate those voices visually back to the business. Team success comes when they are empowered to prioritize the roadmap from an informative customer-centric POV.