Sprint ethnography

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  • date post

    15-Jan-2017
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    Design

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Transcript of Sprint ethnography

  • Sprint Ethnography

  • The

    Challenge

    How to insert customer research in our routines?

  • Problems

    Time

    Money

    Belief

  • Aims

    More Sales Happiness Love/Loyalty

  • How

    Understand

    Investigate

    Go Deeper

  • Shadowing

    What we can use

    Activity analyses

    Self-documentation

    Applied ethnography

    Virtual ethnography

    Oral history

    Behavioral mapping

    System observation

    Surveys Photographic registration

    User interview

    Cultural probes

    Sprint ethnography

  • Shadowing

    What we can use

    Activity analyses

    Self-documentation

    Applied ethnography

    Virtual ethnography

    Oral history

    Behavioral mapping

    System observation

    Surveys Photographic registration

    User interview

    Cultural probes

    Sprint ethnography

  • What is?

    The Service Startup

  • How it works

    Learn

    Use

    Remember

    Open questions

    Appeal to feelings and sensations

    Innovation-oriented

  • Where we can do it

    Internet Telephone Personally

  • Example: Music streaming services

    LEARN

    How did you find your current music streaming service?

    USE

    In which moment of the day do you listen to this? How is it?

    Remember

    What is the first thing that comes to your mind when I say streaming music service?

    Challenge: How do we make people choose our music streaming service?

  • Example: Service of attendance to the Customer

    LEARN

    How did you know about the online version of this service? Do you have any problems to access it or to find something there?

    USE

    When do you usually use this kind service? How is it?

    Remember

    What is the first thing that comes to your mind when I talk about online versions of Service of Attendance to the Customer?

    Challenge: How to make SAC Online become the preferred channel for people solve their account problems?

  • References

    The Service Startup - www.theservicestartup.com

    Images - www.thenounproject.com

    Heller - www.hellerdepaula.com

    http://www.theservicestartup.com/https://thenounproject.com/http://hellerdepaula.com/