One of the fastest ways to learn about your client's business is to better understand their number one stakeholder: their customers. Focusing the discovery phase on your client's "end customers" (your customer's customers) opens the conversation to further detail about your client’s challenges and goals. These findings allow you to help your clients make an impact to overcome their customer’s obstacles and determine necessary solutions.
You will identify the end customers, working backwards to think about who they interact with using arrows to demonstrate who is engaging who. To work out where you will focus your efforts there is an exercise to visually map and prioritize customer or employee ideas of action based on ‘ease of access’ and ‘intrigue’. After having learnt more about your client’s customers from these activities, you will then create an action plan which will help you discover core resolutions for your operations.
Use this template to learn more about your client’s customers and discover core resolutions.