Chapter 2
Discover the real problem
Updated
Observe a recurring workflow before proposing a solution.
Read
- How to Talk to Users VideoA specific talk to support customer-discovery preparation.Focus: Focus on specific past events, current solutions, and user pain. Apply: Bring back a workflow timeline and direct evidence of a recurring problem.
- Forward Deployed Engineering Scoping, generalization, hiring, and customer empathy from a team builder.Focus: Read the customer-workaround example and discussion of generalization. Apply: Write the underlying job, smallest acceptable solution, and conditions that would justify productizing it.
- Flawless Consulting · 4th edition BookContracting, influence, and helping others use your expertise.Focus: Read for contracting, mutual expectations, resistance, and ownership of implementation. Apply: Create an engagement agreement: sponsor access, user access, decisions, responsibilities, and exit conditions.
Do
- Interview three users about the last time the problem happened.
- Map the current workflow, delays, workarounds, and data owners.
- Validate a problem brief with a user and a sponsor.
You are done when: A workflow map and evidence of repeated pain; avoid hypothetical willingness-to-use claims.