Customer focus
Concrete activities
Customer focus
What?
An activity where you get to know your "customer" better. The aim is that in this way you can better innovate, be proactive and take chances.
Why?
When there is a need to get closer to the "customer".
How?
You have to stay close to the "customer" and discuss their needs to find solutions together. You must be prepared to be able to make decisions and be able to start new and unexpected ventures. Customer focus is built through constant interaction and co-creation with the "customer".
Who?
The activity can be carried out by everyone in a group (at all organizational levels), but works best if a local leader actively supports it.
Empathy mapping
What?
Empathy mapping is a method for understanding your customers on a level that goes deeper than the use of the products or services you provide. It is about understanding what is going on in a wider context, what it takes up mentally and what really matters to the individual.
Why?
We need to become sharp about what our customers want.
How?
For this activity, you can advantageously invite several teams to a joint workshop, where you can brainstorm together on what the customer says, hears, sees and does - this can give an insight into the different perspectives that live in the organisation. Alternatively, you can invite an internal/external customer to talk.
Who?
The activity can be carried out by everyone in a group (at all organizational levels), but it is recommended to get instruction in how to best use empathy maps and which templates can work well for you.
Persona
What?
This activity is about putting the customer at the center, by always having typical customers as a reference point.
Why?
We need to have the customer more in mind in our development processes.
This can help break down the idea of "one size fits all", and change our priorities and values.
How?
A persona is a detailed real or hypothetical description of a typical end user of the product the team is developing. Personas are usually a written document with a photo, name, occupation, lifestyle etc. When you create a product, you will continuously be able to refer to your persona, in order to assess what he/she will think.
It may be relevant to focus on facts and behavior rather than assumptions.
Who?
The activity can be carried out by everyone in a group (at all organizational levels), but it is recommended to get an instruction in how to best use personas and which templates can work well for your needs.
Voice of the customer
What?
This activity is designed to put the customer at the center, and use them actively to guide priorities and work processes.
Why?
We need to listen to our customers both to get feedback and inspiration. This can help find the hidden gold and reduce sightings.
How?
Seek out a small panel of inspiring customers with whom you can meet physically or virtually at a fixed interval either by yourself or together with another group. It can give you important feedback and be a source of new ideas and development. In addition, it will be able to open up new perspectives and understanding for customers.
Who?
The activity can be performed by everyone in a group (at all organizational levels).