“By going deep into our customers’ lives and closely observing their behaviors, you can wow them when you address needs that they’d never be able to articulate. By immersing yourself in the customer’s wider world of emotion and culture, you can wow them by attuning the offering to practical needs and dimensions of delight that normally go unfulfilled.” – Subject to Change by Peter Merholz, Brandon Schauer, David Verba, and Todd Wilkens
Be sure to pick up Subject to Change by four members of Adaptive Path. This book describes how businesses can use customer experiences to inform and shape the product development process.
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Catriona Cornett
