What to Expect?

This module is an introduction to how to effectively learn about the customers you are problem-solving for.

  • Describe why it's important to observe and talk with customers in the real world

  • Observe and ask questions with a real customer to build empathy and understanding for their problems

  • Summarize observations and generate insights from your customer interaction

Course curriculum

  • 1

    Did You Know?

    • Course Overview

    • Why is Customer Empathy Important?

    • Example: Dutch Boy Paint
  • 2

    Learn

    • What is Deep Customer Empathy?

    • Exercise #1: Deep Customer Empathy

    • Use "Follow Me Homes" to Build Customer Empathy
  • 3

    Dig Deeper

    • Exercise #2: Plan Your Follow Me Home

    • How to do a Virtual "Follow Me Home"
  • 4

    Try It

    • Exercise #3: Do a Short Follow Me Home

    • Exercise #4: Reflect on Your Follow Me Home

    • Wrap Up

    • Give Us Feedback