Introduction
H0twire’s rental car vertical needed some new approaches to helping customers find what they were looking for. At the same time, new people from various roles across the org joined the team. The product manager asked me to lead a workshop to build the team’s empathy and understanding of our users and brainstorm solutions for customer pain points.
Preparation
- Qualitative and quantitative research on customer behaviors
- Stakeholder interviews
Workshop
1. Set goals and define scope for the day
2. Warmup: Stanislavski method user empathy deep dive [link] [link]
3. Guided design activities around 3 customer pain points
4. Dot voting!
4. Recaps and next steps
