Sept IBC Practice Review

There are 3 metrics of Customer Delight.  Select three.

• Ease of use

• Customer benefit

• Store profits

• Positive emotions

Identify two goals that are in the principle, Go Broad to Go Narrow.  Select two.  

• Brainstorming with team members to generate solution ideas

• Creating a customer problem statement

• Whittling ideas to find the solution with the best customer benefit

• Testing the hypothesis of one or more solutions

Define - Rapid Experiments with Customers

• Brainstorming ideas then identifying the one that best fits the customer

• Identifying the customers' problem and the perfect outcome

• Testing the hypothesis of one or more solutions

• Brainstorming ideas then identifying the one that best benefits the business owner

What two important steps should be taken when considering the purpose  of Deep Customer Empathy? (Select Two)

• Creating a customer problem statement

• Whittling ideas to find the best solution

• Testing solutions

• Creating the ideal state statement

Which two are best practices your team should follow when Going Broad? (Choose 2)

• Brainstorming solution ideas with your team

• Using post it notes or markers and a whiteboard to generate solution ideas

• Sorting solution ideas and ranking them

• Whittling ideas that have the least payoff to the customer

Which two are best practices your team should follow for Narrowing? (Choose 2)

• Brainstorming solution ideas with your team

• Using post it notes or markers and a whiteboard to generate soution ideas

• Sorting solution ideas and ranking them

• Whittling ideas that have the least benefit to the customer

Which two concepts describe prototyping and experimentation? (Choose 2)

• Don't get ready, get started

• Go board to go narrow

• Ever-escalting loops

• Build to Think Instead of Think to Build

You own a business that creates gameware. You want to gain a deep customer empathy. What should you do?

• Based on problems your staff experienced while playing the gameware, brainstorm issues.

• Create a problem statement based on your issues creating different gameware.

• Define an ideal customer state using import from your employers about their knowledge of gameware issues.

• Observe your customers to understand what problems they experience while playing the gameware. 

How does an Empathy Map help identify the customer’s challenge?

• It explores relationships and tensions between goals, values, motivations, or other characteristics. 

• It connects a customer's perspective to issues and their related emotions. 

• It identifies artifacts and environmental factors that influence a customer.

• It probes more deeply into a problem or opportunity area.

Which observation method is best to summarize what you learn while silently observing a customer using your product?

• Follow-Me-Home with an interviewer and a note-taker.

• Customer Safari Method. 

• Online Polls

• Emailed Survey