STS 1500

Customer Discovery

Step One: Define a Hypothesis

Be as specific as possible. A good hypothesis addresses a single problem with a single solution.

 My idea solves [problem] by [solution].

 Example: My idea solves the inconvenience and large time commitment of maintaining
clean laundry by offering a 24-hour convenient laundry delivery service.

Step Two: Define Your Assumptions

Identify your assumptions about the customer, the problem, and the solution by creating a
hypothetical customer persona (that is, a profile of the person you think is the ideal or target
user of your technology).

 Who are the ideal users of your technology (age, location, education, occupation)?
 What do they value and prioritize?
 What do they want to do better?
 Why are they frustrated with current methods for doing that?
 What technologies are they likely familiar with and proficient in?

Step Three: Ask (Good) Questions

Customer discovery questions are open-ended and nonspecific about your idea. Do not pitch
your idea. Instead, let potential users lead the conversation. Your job is to listen.

 What is your current method for [action related to problem – e.g. maintaining clean
laundry].
 How is that process working for you?
 What’s the hardest part about your method for [action related to problem]?
 If you could do anything to improve your experience [action related to problem], what
would it be?

Step Four: Evaluate and Refine

Now evaluate your design in light of what you’ve learned about how your potential users
understand the problem and what they want most from a solution.

 How well did your assumptions align with the ideas of potential users about the
problem and solution?
 How can you refine the way you frame the problem and the technical solution to reflect
the insights of potential users?
 STS 1500
Customer Discovery

Your name(s) and group #:

Step One: Define a Hypothesis

My idea solves ____________________ by ____________________.

Step Two: Define Your Assumptions

Who are the ideal users of your technology (age, location, education, occupation)?

What do they value and prioritize?

What do they want to do better?

Why are they frustrated with current methods for doing that?

What technologies are they likely familiar with and proficient in?

Step Three: Ask (Good) Questions

Record the name(s) of the person/people you interviewed, and when the interview took place.

1. What is your current method for ____________________?

2. How is that process working for you?

3. What’s the hardest part about your method for ____________________?

4. If you could do anything to improve your experience ____________________, what would it

be?
Step Four: Evaluate and Refine

How well did your assumptions align with the ideas of potential users about the problem and
solution?

How can you refine the way you frame the problem and the technical solution to reflect the
insights of potential users?