Templates

Delta-Next Template – The Delta Next Template helps focus and gather feedback from customer calls using 5 categories:

• We were right about
• We were wrong about
• We didn’t know about
• We want to learn more about
• New Ideas

The goal of these categories is to focus what we listen for in customer interviews and avoid observations like “they were able to click a button”. Have individuals use the template during the call, and then collect and discuss all the different observations as a group (perhaps using an affinity mapping exercise) to get everyone’s insights in a debrief.

I was originally introduced to this idea by Jeff Patton and you can get more details from this post by Niklas Stephenson.