Understand
- Observe what your customer does
- Know when they need it. Know where they are doing it
- Discover the problems they have. Discover how they solve them
Talk to your customer. Observe them. Become them
Collaborate
- Work with your colleagues & stakeholders
- Learn what they want to do & why
- Hear the problems they have. Hear ideas they have to solve them
- Help them deliver what the customer needs
- Encourage the customer to support business needs
Colleagues hold knowledge. Knowledge is key
Craft
- Know your marketplace inside out
- Learn from similar markets
- Strive for the best in class
- Good enough is not good engough
Customers expect simple
Lead others
- Lead others
- Knowledge is key
- Openly share knowledge with others
- Help them understand customer centred design
Lead the journey to excellence
Measure
- Understand the difference your changes are making.
- Understand the user. Understand the company
- Look for new opportunities
- Dive deep for real insight. Dive into user behaviour. Dive into data.
If you can’t measure it, you can’t manage it
Communicate
- Encourage others to embrace change.
- Encourage the customer. Encourage the company
- Mitigate risks & concerns
- Make change personal. Make change real. Make change wanted
Be open with your knowledge. Share. Share. Share
Ideate
- Change takes time. And risk
- Time drives change. And opportunities
- Mitigate risk & time by delivering value quickly
- Learn. Improve. Learn more. Improve more
There is no such thing as ‘done’