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Canvas (Practice 5: The Deep Dive (GS Model (Lightning demos By observing…

- - - - In-depth conversations are video-conference, 30-45
        minute calls with users that represent the heroes the
        team created.
      - Top 5 insights
      - Name and Hero type
      - We’ve heard ... Write down everything you heard the
        user say
      - We think it may mean that ...Here you can rationalize and write down your interpretation of what the
        user told you.
      - In Depth conversation
    - - Define the Hero Quest moments
      - Start on moment one and go straight to
        the USE lane On the USE lane, write the most important
        things the hero uses while experiencing moment one. Think touchpoints. Things like objects, digital interactions, processes,
        staff interaction, etc.
      - The MVS “As-Is” consumer journey. A map
        of how your hero is solving their problems
        before knowing anything about the solution
        you are creating.
      - Still on moment one, move on to fill the LEARN lane.
        For each element you wrote in the USE lane, ask the question: how does the user learn that this [thing in the USE lane] exists and how does the user learn how to use it (if applicable). Write your answer on a different sticky note and stick it to the learn lane.
      - Still on moment one, do the same with the REMEMBER lane This time write down how the user remembers their experience with [thing in the USE lane] . Focus on how they told you they
        feel about it and what they usually say/think after experiencing it.
      - Move to the next moment of the Hero
        Quest and repeat steps 2 through 4
- - - - Participants must derive eight variations from
        their preferred idea. The key is to keep asking
        to the idea:
        “What would be another good
        way to do this?”
    - - Now it is time to evolve your ideas into a solution proposal to present to the rest of the team and stakeholders. To do this, the team should adopt a three-scene story board model. Draw a short storyboard about how the user interacts with your solution using one of the templates in this PDF.
- - - - List the main actors on the left.
        These can be customers, internal
        stakeholders, external partners, etc
      - It’s usually a lot easier to figure out
        the end than the middle of the map.
        So write the end first. What is the
        transactional goal the actors are trying
        to accomplish? Ex: Buy something,
        sign-up for a service. Write this to the
        right.
      - Write down how the customer
        navigates using arrows to indicate the
        flow. Try to keep it simple; a map
        should ideally have from four to
        fifteen events.
      - If possible, go down the funnel yourself
        and check if the path documented
        here reflects the one users are
        experiencing in reality
      - Draw a customer centric map containing the
        workflow customers have to go through to get to
        a transaction like buying something, get some
        thing delivered, receive treatment.
    - - A service ecology that time travels. This canvas will help you collect challenge
        insights and get inspiration from the past, present and into future. A great exercise for uncovering how people did things in the past, how they are dealing with
        the today and where they are headed to in the future
      - Research the internet and try to answer the following questions
        regarding past, present, and future.
        
        What are the main reasons people experience the driving issues behind the project?
        
        How are people dealing with that issue? How did they do it in the past?
        How will they do it in the future?
        
        What activities do they perform, and what values are being exchanged?
        
        identify existing offers, needs, people and roles.
      - Now, organize your research
        findings. Print one mosaic for each
        period (past, present and future).
        Write only one insight per sticky
        note and use the areas in the canvas
        to organize these results
      - outside: Everything that takes place outside the company with external stakeholders, including but not limited
        to customers.
        inside: Everything that takes place inside the company, existing offers, roles, departments, etc.
        products or services: Products and services people use/used/will use to deal with the challenge.
        existing offers or channels: Offers/ channels the company already have in place that addresses the issue some-how.
        people + needs: The external stakeholders (customers, partners, etc) , and their overall needs.
        people + roles: Who are the internal stakeholders, what are their roles and responsibilities.
- - - - MVS model: Sprint Ethnography
        
        Running fast-paced random interviews with
        target stakeholders will help you refine your
        understanding about who are your target
        users and how they think, feel and act.
        
        Based on the discoveries and assumptions registered in the Time Machine canvas, write down on printed page ONE topics you will want to discuss with users.
        
        make sure you have at least one question covering how
        people LEARN, USE and what they REMEMBER (feel/say) about their experiences
        .
        
        Engage with users but keep conversations short (5-10 min each)
        
        How is your relation with X ? [use]
        Tell me about your last experience with X. [use]
        Tell me what you like and dislike about X. [feel]
        How did you learn about X? [Learn]
        What is the first word that comes to mind when you
        think about X? [feel]
        What do you usually say about X?[say]
    - - Ask the experts
        
        Explain to the expert what the sprint is about
        Give the expert a two-minute tour of the goals, questions
        and talk about the map you built.
        Ask questions like a reporter. Dig into issues by asking
        things like: “why” or “tell me more about that”.
        If the expert points out incoherences in your map write
        down what you need to adjust on the Map insights area.
        
        Business Expert
        Talk with a decision maker, consultant or specialist.
        Ask them things like:
        
        What is special about this market?
        
        Do you see an unique advantage or opportunity?
        
        What are the biggest risks today?
        
        Voice of the customer expert
        Talk with a contact center representative and a customer facing employee.
        Ask them things like:
        What are the main issues with the customer experience?
        What are the main complains? How would you solve it?
        “How things work”
        Talk with developers, designers, engineers and operation employees.
        Ask them things like:
        
        Can you explain to me how this works, but like you would for a 12 years old?
        
        Uncover previous efforts
        Also, make sure you talk to people involved in previous attempts to solve the challenge.
- - - - Hero Profile Canvas
      - Heroes are extreme users. Incredible
        figures deeply affected by the challenge the
        team is facing. Their intensity is what makes
        them extremely unique and valuable.
      - Write the name of the Hero in the
        center.
      - Extreme Attitudes
      - Quote Write an affirmation this Hero often
        tells friends and colleagues, something
        that defines their personality.
      - Opportunities and barriers
      - Learn, Use, Remember:
      - Explain in one simple phrase how this
        hero learn about the challenge. What
        they use when dealing with it and how
        they remember dealing with the challenge
    - - 1) Go through the HMW questions you have, or create them.
      - 2) Organize them in groups.
      - 3) Assign a name to each group.
      - 4) Vote with your partner on the HMW questions.
      - 5) Combine the top voted HMW questions with the map you created previously:
      - 6) Pick a target