01. Diverge
Divided into 4 pillars—each representing separate customer segments & areas of the Power business—conducting individual research studies.
Methods & tools
- 1:1 moderated interviews
- co-design workshops
- survey research
- defining user personas
02. Converge
Converged insights from across all four pillars to identify Power-wide needs and differentiate pillar-specific needs.
Methods & tools
- design thinking workshops
- affinity mapping
- thematic analysis
- crafting need statements
- as-is journey mapping
03. Ideate
Created a set of Power-wide experience goals based on the user pain points, needs, and ideas from all pillars.
Methods & tools
- affinity mapping
-
to-be journey mapping
- storyboarding
04. Evaluate
Tested our hypotheses/“draft goals” with users to understand if we were correctly articulating their needs and evaluated which goals were users’ highest priorities.
Methods & tools
- survey research
- data analysis
- presentation of insights & recommendations