Voice of the Customer

Poorly defined products never achieve their desired outcomes and are usually doomed.  Whether you company develops a "delighter" or a "dud" depends upon capturing the voice of the customer.

Catalyst can provide a straightforward process for helping a development team capture the voice of the customer and translate it into unambiguous requirements specifications.  The process includes:

• Identifying relevant user groups
• An interactive exercise to capture customer verbatims.  We can integrate this with Kano analysis to identify "spoken" and (more importantly) the "unspoken" needs of the customer.
• A integrative customer-involved process to "tell the story" and generate prioritized functional and performance requirements.  Our techniques include use cases and personnas.
• A process to organize and write requirements into useful a specification for input into the design process

Also, see our related information on the New Product Development and the Fuzzy Front End.

Contact information for Catalyst
[ Home ] [ Up ] [ Contents & Search ] [ Capabilities ] [ Catalyst Profile ] [ Articles/Presentations ] [ Links ] [ Site Feedback ]

Copyright © 2006 Catalyst Management Consulting    Last modified: November 09, 2007