CX That Sings by Jennifer L. Clinehens

Author:Jennifer L. Clinehens [Clinehens, Jennifer L.]
Language: eng
Format: epub
Publisher: Jennifer Clinehens

I’d recommend 5-8 sessions if possible, with three as a bare minimum to achieve reliable and repeatable results.

Basically, you’re trying to do two things:

Get feedback on what you have

Get more insight on what their ideal experience would be

Running these sessions is time-consuming (usually 3-4 hours long) and you should be sure not to lead the customers to get sucked into that confirmation bias we talked about earlier.

Testing thought-starters

Have these customers map the journey before seeing the Hypothesis Map (this is best described to customers as “tell me the story…” or “draw your experience…” of achieving a certain goal). Prompt them on the touchpoints they remember using, how helpful they found them. What did they like or dislike about their experience.

Show customers the Hypothesis Map, walk them through it, and react to it.

Have them describe their “ideal experience” - in a perfect world how would this customers achieve their goal? What would change?

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