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Customer empathy and product exploration workshop

DESIGN LEADERSHIP, PRODUCT RESEARCH & STRATEGY

Collaborators: Product manager
Participants: PMs, designers, researchers, copy writer

Introduction

H*twire’s web shopping experience needed some new approaches to helping customers narrow and select rental car deals. At the same time, new team members from various roles joined the company and needed to get to know the customer base. The product manager asked me to lead a workshop to build the team’s empathy and understanding of our users and brainstorm solutions for specific customer pain points.

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Preparation

  • Qualitative research on customer behaviors using analytics data

  • Quantitative research based on voice of customer testimonials

  • Stakeholder interview with head of Customer Service Ops, Global Supply account manager

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Workshop agenda

  1. Set goals and define scope for the day

  2. Warmup: Stanislavski method user empathy deep dive [what?] [huh?]

  3. Guided design activities around 3 customer pain points: Pickup location, opaque model, narrowing selection

  4. Dot voting!

  5. Recaps and next steps

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