1.First, determine how people currently interact with your product. Identify the key touch points, such as purchasing the product, installing it, and replacing it. Capture them as links in your chain. To get the chain right, observe how people employ the product, and analyze the usage data you have; this should result in a consumption map that represents the current state. 2.Analyze the customer experience at each link and determine how people interact with your product and your company. What prevents people from purchasing, using, or updating your product? Where do hiccups and
...more
