INNOVATION and the NECESSITY of UNDERSTANDING CUSTOMER HASSLE | BUSINESS DESIGN
The executives behind some of today’s most successful products and services—think Steve Jobs, Jeff Bezos, and Michael Bloomberg—all share an ability to experience the world through the eyes and emotions of customers. They use themselves as starting points, asking “What do I hate about this product or process?” They catalog every frustration, time-wasting complication, and source of uncertainty. Once they have created a “hassle map,” an inventory of every difficulty associated with every step in the process of buying, using, and discarding of their products, they work ruthlessly to eliminate or minimize each one. The end result? Products that people love and competitors can’t copy.
An insightful blog post from Fast Company.
J N O M I C S
34 notes
-
bruckmeierbr liked this
-
jnomics posted this
