Empathy

Wendy Castleman

May 7, 20182 min read

Customer Research Tip of the Month: Use These 3 Little Words:

My tip of the month is for using a simple phrase when doing customer research interviews with customers. These three little words carry a...

Wendy Castleman

Apr 21, 20185 min read

8 Things You Can Do On A Site Visit

Site visits (aka Contextual Inquiry) are an amazingly rich source for customer understanding. We typically go on site visits when we are...

Wendy Castleman

Apr 19, 20182 min read

10 things you can do with customers other than ask them what they want.

1. Shadow them doing their work. As you watch them capture several things: what are the tasks that they do (and what are the steps in...

Wendy Castleman

Feb 26, 20184 min read

5 Questions for Engineers

I asked for a show of hands: "How many of you have built something that customers didn't use?" The entire room raised their hands. Some...