Research
Outcome Expectation Mapping
Customers judge us by outcomes. Outcome Expectation Mapping reveals what "success" looks like to them for each job. This 90-minute exercise highlights gaps between customer expectations and our current delivery. It's not always easy to put ourselves in the customer's shoes, so be prepared for some lively debate.
Duration
1.5 hours
Group Size
8-15
Category
Research
Difficulty
Easy
Define expected outcomes for key customer jobs. Distinguish between required and desired outcomes. Map current delivery against expectations. Identify critical outcome gaps.
Customer outcome expectations mapped. Clear understanding of customer success criteria. Solutions aligned to expected outcomes.
Anchor discussions in actual customer feedback. Challenge assumptions about what customers really want. Sometimes, what we think is important isn't what the customer values. Consider doing a dry run to refine the job statements.
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