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I recommend teams conduct story-based customer interviews to discover opportunities and run assumption testing to discover the right solutions. And I like to use opportunity solution trees to visualize our work to help us stay aligned on what we think we know.
Interviewing helps us build empathy for our customers. When we interview continuously, we are continuously investing in our understanding of the humans who use our products. This understanding, over time, becomes a competitive advantage. The better we understand our customers, the better we can meet their needs, and the more we can differentiate our product from the competitors.
Along the way, we might create interview snapshots, experience maps, opportunity solution trees, story maps, KPI trees, or other visual artifacts. But these artifacts are not the end goal. They are tools that help us think through what we know. They help us uncover customer value and business value. They help us explore the diverse perspectives on our cross-functional team and then align around a shared understanding. These visuals are not the discovery work; they are the by-product of discovery work.
When we use generative AI to generate interview snapshots from interviews with synthetic customers, we get a nice summary of pretend people. We learn nothing about the real humans who might use our product some day.
After settling into the couch, I reached for the remote and turned on the TV. The Netflix app was already set up on my smart TV, so I navigated to it with a few clicks. As soon as the familiar Netflix logo appeared, I felt a sense of anticipation.
The episode started with a tense scene in the Upside Down, the ominous parallel dimension. The special effects were impressive, creating a sense of dread and excitement. I found myself gripping the edge of my seat as the characters navigated through eerie environments and faced off against terrifying creatures.
The pacing was perfect, with moments of high tension balanced by quieter, emotional scenes. One particular scene, where the group shared a heartfelt conversation about their struggles and hopes, was particularly touching. It added depth to the characters and made me care even more about their fates.
Firstly, there was a brief moment when my internet connection stuttered, causing the video to buffer. This disrupted the flow of the episode for a minute or so, but it quickly resolved itself, and I was able to continue watching without further interruptions.
Secondly, one of my neighbors decided to do some late-night vacuuming, which was a bit distracting. I had to increase the volume a bit to fully immerse myself in the show and drown out the background noise.
We create these artifacts to examine our thinking, to align as a team, and to facilitate the synthesis process. The goal of these documents is not to create the document. The goal is to have the conversation, to do the examination, to do the thinking and the aligning. The goal is the process.
If you create an opportunity solution tree from the click of a button, what value does it create? Does anyone on your team have any idea where the opportunities came from? Do they represent real customer needs? Does everyone agree with the outcome, the structure, the framing of each opportunity?
You can use generative AI to help you make sense of large data sets. It can help you find insights and patterns in your behavioral analytics. It can do a sentiment analysis on your NPS verbatims. It can help you summarize and categorize your support tickets.
I recently used ChatGPT-4o to help me analyze responses to a qualitative survey question. I had over 300 open-ended answers and I wanted to group and sort related responses together to get a better understanding of the most common themes.
Once I had a complete list of themes, I fed ChatGPT the complete list of themes and the individual responses and asked it to group them again. This worked great. I ended up with a list of responses grouped by theme.
To check its work, I made sure that the number of responses matched my original list and that there were no duplicates across the themes. This was fairly easy to do using Google Sheets and asking it to remove duplicates and then checking the counts.
ChatGPT gave me a beautiful heat map, but I quickly realized my most successful posts were the types that I share most frequently. I realized that ChatGPT was using raw counts. I then asked it to redo the heat maps using averages for category and type.
This is an example where I still have to know what to ask for to get reliable analysis. Even with averages, the heat map was hard to read because the numbers were all over the place. So then I asked for normalized averages and I got heat maps that clearly showed my most successful categories and post types.
To check its work, I reviewed the Python code it used to generate the heat maps to make sure there were no mistakes in the math. And I manually calculated a couple of the values to make sure it matched my expectations. WIth the help of ChatGPT-4o, this took about two hours of focused effort. Had I done this on my own, it would have taken a day or two at least.
Discovery is a team sport. It works best when we work as a cross-functional team from the very beginning when deciding what to build. This is why I advocate for the product trio to do discovery together.
In all of our courses, we teach teams how to collaborate cross-functionally by following a simple pattern. We have everyone do the work individually, before they meet as a team to discuss a team version. This requires that everyone puts in the effort and develops an individual perspective.
We then teach teams how to explore the diverse perspectives on their team. We encourage them to pay particular attention to the differences across the unique perspectives. Rather than advocating for one point of view, we encourage them to share how they developed their unique perspectives. Then we ask them to co-create a new team perspective.
Use our online ID application to apply for a replacement ID card. If you would like to take this opportunity to convert to a REAL ID DL/ID card or CDL, you will be able to select REAL ID in the application.
If you do take this opportunity to convert to a REAL ID for the first time, you will need to provide 1.) proof of identity, 2.) social security number (SSN), and 3.) two proofs of California residency.
Be prepared to pay the appropriate replacement licensing fee, have your photograph validated by DMV, and scan your thumbprint (to protect against identity theft). If applying for a REAL ID for the first time, bring your proof documents with you.
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Please note: You may have different mailing and residential addresses. If you have a standard license, it will show your mailing address. If you have a REAL ID or Enhanced license, it will show your residential address. See more information about different license types.
If you are a qualified U.S. military veteran who was honorably discharged, you can have the word "Veteran" printed on the upper left hand of your photo document. Learn how to get the veteran status on your license.
If your Temporary Visitor status has been extended, you must go to a DMV office with your updated paperwork from the Immigration and Naturalization Service (INS). We will update our records to show that your Temporary Visitor status has been extended so you can replace your license. Your new license will have your new temporary visitor expiration date.
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