Part of your initial decision process is how you plan to engage your audience. If you need to gather additional requirements beyond what you have, what is the best way to accomplish the task? Your goal is to view the problem from your customer’s perspective, see it through their eyes, and walk in their shoes. You have to show this level of empathy to gain the ultimate success.
You can accomplish this with some basic research on similar projects completed either in their company or other industry information, easily gathered from some basic research (“Paging Doctor Google, Doctor Google, to the office.”). Occasionally, you may find a white paper or business school case written on the topic. There’s no shame in learning form others. You don’t have time to invent the wheel.
Take a tour of the current environment. This may be a physical environment you are designing for or it may be a technology solution environment. Get in the drivers’ seat and feel what they feel, see what they see, and understand what the new outcome should be and then chart the path to the uSX strategy. It may sound simple, but you need to get inside the problem to see the way out.
Discuss the political and business forces surrounding the project. These issues may range from market trends, financial forecasts and limited budgets to lack of thought leadership, and political infighting. Identify both the inherent problem areas and opportunities for innovation.
Without empathy, products and solutions never achieve the established goal and end up effectively useless to the customer. Developing empathy through engagement for the customer is one of the most complex challenges in designing the uSX strategy.
Stay Tuned, we’ve got a lot more to come:
In our next post on The Ultimate Solution Experience™, we’ll discuss how to gather requirements and the different approaches we’ve found successful.