Clarity, Technology, and Solving Problems | PracticeThis.com
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Before starting a job in my new role as programming writer I met with few super smart people. I wanted to pick their brain and hear insights for success.
The key theme was along the line – “keep your customer in the center.”
Wisdom of obvious? Maybe. But the more I thought about this simple truth the more insightful it got.
To add clarity to the key theme I came up with the simple frame for how to think about the customers. It is customer types or personas and questions they might ask.
Back when I was an MCS (Microsoft Consulting Services) consultant I worked with several types of people. I recalled the following personas:
During my work in the field as consultant I observed time and again customers get frustrated by investing too much time to complete the task, losing money on labor or missing customers demand, and poor performing software. I also observed customers get frustrated by unusable software (one of the reasons they call consultants). So the main drivers for customers are:
I found it helpful to look at the development lifecycle to better understand each persona customer type:
After reviewing the data points above I came to a conclusion that the problem scope can be summarized by three questions.
It is interesting that “How it works (internals)?” question is not explicitly there.
Here are few examples of how the three question approach can help building scenarios (key questions) driven content:
Customer is a strategic question -- it's who's in, and who's out.
I find that the teams that hone in on a customer that they can serve extremely well, tend to do the best.