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customer-empathy

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Original

English
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Translation

Chinese

Customer Empathy Exercise

客户同理心练习

Pause and deeply empathize with your users before continuing any work. Think through these questions to clarify who you're building for and how to serve them best.
在继续任何工作前，先停下来，深入共情你的用户。思考以下问题，明确你的服务对象以及如何为他们提供最佳服务。

The Customer

客户

Who is our ideal customer?
  • What's their role, context, situation?
  • What brings them to us right now?
What job are they trying to get done?
  • What's the outcome they actually want?
  • What would "done" look like for them?
我们的理想客户是谁？
  • 他们的角色、所处环境和具体情况是什么？
  • 当下是什么促使他们选择我们？
他们想要完成什么任务？
  • 他们真正期望的结果是什么？
  • 对他们而言，“完成”意味着什么？

Their Journey

他们的旅程

What's their mental state at each step of the way before getting to this point?
  • What are they feeling when they first arrive?
  • What questions are in their head?
  • Where might they feel confused, frustrated, or stuck?
  • When do they feel momentum and progress?
What do they care about?
  • What matters most to them right now?
  • What would make them think "yes! This is it!"?
What do they NOT care about?
  • What features/details are we obsessing over that they'd skip right past?
  • What complexity can we remove entirely?
在到达当前阶段前，他们每一步的心理状态是怎样的？
  • 初次接触我们时，他们的感受如何？
  • 他们心中存在哪些疑问？
  • 他们可能在哪些环节感到困惑、沮丧或停滞？
  • 何时他们会感受到进展和动力？
他们关心什么？
  • 当下对他们来说最重要的是什么？
  • 什么会让他们觉得“没错！就是这个！”？
他们不关心什么？
  • 我们过度关注的哪些功能/细节，是他们会直接忽略的？
  • 我们可以完全移除哪些复杂内容？

Delivering Value

传递价值

How can we best help them?
  • What's the single most valuable thing we can do for them?
How do we make them succeed?
  • What does success look like from their perspective?
  • What's blocking them from getting there RIGHT NOW?
How do we make their lives easier?
  • What friction can we eliminate?
  • What can we automate or do for them?
我们如何才能最好地帮助他们？
  • 我们能为他们做的最有价值的一件事是什么？
我们如何帮助他们成功？
  • 从他们的视角看，成功是什么样的？
  • 当下阻碍他们达成目标的因素是什么？
我们如何简化他们的生活？
  • 我们可以消除哪些摩擦？
  • 哪些事情我们可以为他们自动化处理或代劳？

The Magic

惊喜时刻

How do we get them to the "aha" moment as fast and easily as humanly possible?
  • What IS the "aha" moment?
  • What's the shortest path to it?
  • What's currently in the way?
How can we delight them most?
  • What would make them smile or say "wow!"?
  • What unexpected value could we add?
How can we make this as seamless and magical as humanly possible?
  • What if this just... worked?
  • What would "effortless" look like?
How can we make them "wow!" and provide MOST of the value in the SHORTEST time with the LOWEST effort?
  • What's our 80/20?
  • What's the minimum they need to do to get maximum value?
Write your answers. Be specific. Challenge assumptions. Think from their shoes, not ours.
我们如何让他们尽快且轻松地体验到“顿悟时刻”？
  • 所谓的“顿悟时刻”具体是什么？
  • 到达这一时刻的最短路径是什么？
  • 当前有哪些障碍？
我们如何最大程度地取悦他们？
  • 什么会让他们微笑或惊叹“哇！”？
  • 我们可以增添哪些意想不到的价值？
我们如何让整个过程尽可能无缝且令人惊叹？
  • 如果一切都能顺畅运行会怎样？
  • “毫不费力”的体验是什么样的？
我们如何让他们发出“哇！”的赞叹，同时以最短时间、最低成本提供最大价值？
  • 我们的80/20法则是什么？
  • 他们获得最大价值所需完成的最少操作是什么？
写下你的答案。务必具体。挑战固有假设。站在他们的角度思考，而非我们自己的。