Experience Design

How do we know if a customer is satisfied

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

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

When do customers usually stop buying and why

Are channels integrated across customer journeys

Does the customer know how to buy

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

What products and services are available

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

Figure 7.2 Customer Needs