Customer Discovery Session 1

1. CUSTOMER
DISCOVERY

2. S-CURVE

3. CUSTOMER
DEVELOPMENT • Head of Human
Resources
• Worked at the
same company for
10 years
• Worked her way up
from HR Associate
• Married with 2
children (10 & 8)
• Senior Building
Inspector
• Worked his way up
and built a team
around him
• Works in an office
• Been with the
company for 6 years
• Worked with the city
for 25 years
• Divorced with 2
children (22 & 25)
John
Sally
• Female
• Age 30-45
• Dual HH Income
$140,00
• Suburban
• Calm demeanor
• Probably has an
assistant screening
calls
• Prefers text over phone
calls
• Male
• Age 50-60
• Single HH Income
$200,000
• Urban
• Driven
• Reads emails every
morning
• Likes traveling
• Recent High School
Graduate
• Studies violin and art
• Wants to study
Biology
• Has a full scholarship
to go to college
Daniela
• Female
• Age 18-20
• Has 2 siblings
• Getting ready to
move out to college
• Will be going to FSU
• Driven
• Likes hanging out
with her friends
• Likes traveling
• Likes music

4. What data are you using?

5. DATA SOURCING
GENERATING INSIGHT
ENRICHING DATA
RESOURCE CYCLE
Extracting data from multiple internal and external sources and transforming it into
analysis
Understanding and interpreting customer data, behaviors and feedback into
conclusions that can be used to improve product development and customer support
Combining first party data from internal sources with third party data
A cycling process in which information is made, collected, processed, implemented,
and analyzed for different objectives