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Sprint ethnography

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Presentation about Sprint Ethnography, a lean methodology that investigates customers' habits and feelings searching insights to improve a service. This methodology is described on the book The Lean Startup

Veröffentlicht in: Design
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Sprint ethnography

  1. 1. Sprint Ethnography
  2. 2. The Challenge How to insert customer research in our routines?
  3. 3. Problems Time Money Belief
  4. 4. Aims More SalesHappiness Love/Loyalty
  5. 5. How Understand Investigate Go Deeper
  6. 6. 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
  7. 7. 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
  8. 8. What is? The Service Startup
  9. 9. How it works Learn Use Remember • Open questions • Appeal to feelings and sensations • Innovation-oriented
  10. 10. Where we can do it Internet Telephone Personally
  11. 11. 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?
  12. 12. 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?
  13. 13. References The Service Startup - www.theservicestartup.com Images - www.thenounproject.com Heller - www.hellerdepaula.com

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