In this fourth installment of the Design for Delight series, Intuit Innovation Catalysts teach how to articulate the understanding of the customer problem for user feedback. It’s an important step before going into a brainstorming session where solutions are discussed. Developing a problem statement is part of the “Deep Customer Empathy” principle from the Intuit Design for Delight approach to developing solutions that exceed customer expecations.
See the video below to learn more about the approach for getting to the real problem and guiding a team to find a solution that is relevant for the customer.
Developing the Problem Statement
1. Write the problem statement template on a large
board or poster
(or print the problem statement template).
2. Each team member should generate their own
See template below.
3. Share all problem statements with group.
4. Choose which problem statement(s) to test with
Innovation that makes a big impact doesn’t happen by accident. A good roadmap usually helps. At Intuit we’ve developed a set of principles and tools to help create offerings and services that go beyond meeting expectations to delighting customers.
Design for Delight is how we describe these principles. These principles are: – Deep Customer Empathy – Go Broad to go Narrow – Rapid Experimentation with Customers. Consistently applying these principles through the development process results in more delighted customers, which leads to positive word of mouth and business growth.