Following a recent post of mine about a company named Afterheels, which created a new market space and new value for customers by walking in their shoes (to the extreme delight of its female audience), I’m sharing this article written by Matthew E. May called Customer-Centric Design: Got Empathy.
He points out that there are at least three ways to gain real insight into a customer problem:
1. Observe – watch the customer
2. Infiltrate – become the customer
3. Collaborate – involve the customer
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