So you have a lot of observations from customer site visits, but you don't know how to prioritize them. The key in design thinking is to work out where the biggest pain points lie. Solving those pain points will lead to customer delight and loyalty.
- I already mentioned that your experience map shows you…what the experience looks like today…and where the problems or pain points are.…The next step is to highlight those pain points…and work out which are the most important ones to fix.…Then you can prioritize the list of issues…and turn those issues into goals for the project.…I suggest that as a team you dot vote…directly on the experience map…to draw out the most important pain points.…Just give every member the same number of sticky dots,…maybe four or five depending on the size…of your experience map.…
Then everyone on the team gets to stick their dots…on the areas they think are the biggest issues.…The only rule here is that you can only stick dots…on the observations, not the themes or process steps.…In our map, that means just the yellow stickies,…not the green or blue ones.…If a team member thinks a certain issue is really important,…they can stick two or more of their dots against it.…Or they can spread their dots out…among several different issues.…
Along the way, you'll learn who should be involved, what activities you need to perform, and how to observe users, come up with great ideas, test solutions with prototypes, and plan development. Plus, discover how to avoid the common issues that can get in the way of a successful design thinking session, and the traps that people fall into when using the process for the first time.
- Assembling a team
- Finding a location
- Watching real users
- Mapping the customer journey
- Identifying pain points
- Coming up with good ideas
- Testing ideas with real customers
- Planning development
- Understanding the benefits of design thinking