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Kevin Farnham,Patrick Newbery

Experience Design

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    How do we know if a customer is satisfied
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    How often is a customer likely to use a product or service?
    How much effort is needed from the initiation of use to realization of value for any use context
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    Figure 6.3 illustrates how a product feature set that was originally designed for a specific kind of use case (customer need, situation, context of use) can evolve beyond enhanced features for that use case (incremental innovation) into the value of services that use the device as a delivery channel and enhance the value of the device. As more services are added, the product increases in value, whereas product-level feature enhancement may no longer provide enough value for the customer
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    When do customers usually stop buying and why
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    Are channels integrated across customer journeys
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    Does the customer know how to buy
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    Solving Problems or Issues
    How will the customer know that a problem is solvable?
    How will the customer get support?
    What information will the customer need?
    What is the process, and how long is it likely to take
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    What products and services are available
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    Locations: List where the activity takes place, for example, home or office. Consider what changes when a location changes. How many locations are truly needed to complete a given task
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    Figure 7.2 Customer Needs
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