4 Steps of Customer Discovery Before You Launch

Step 1. Select Your Customer

Step 2. Contact Customers

  • (e.g., Example = A startup seeking feedback on their new food delivery app.)

Step 3. Perform the Customer Calls

  • (e.g., Continuing our Example = A startup seeking feedback on their new food delivery app.)
  • General — Could you share a little bit about your business? Tell us about your day-to-day/operations/managing your own customers. What do you dislike about it? How much time do you spend on X?
  • The Problem — What are your biggest pain points right now? What are the implications if you do not solve the problem? Can you walk me through the last time this problem occurred?
  • Current Solutions — What are you currently doing to solve the problem? What have you used in the past? How did you find them? How often do you communicate with them? What about? What is the most valuable thing they did for you? In the first 6 months? In the last 6 months? How would you change this current approach? If you could, what would you like them to do more of?
  • Follow up — Who else would you suggest we talk to?
  • No sales pitching of your product.
  • No obviously yes questions, e.g., do not ask “Do you dislike bad food delivery services?”
  • No questions where the audience would not want to offend you, e.g., do not ask “Do you think it’s a good idea?”, “Would you work with someone like me?”, “How much do you think my idea is worth?”
  • Stories are better than statements. Learn additional details by letting them talk, e.g., say “Tell me about the last time you did X”, “What do you mean by X?”, and dig deeper with “Why?”
  • Remember, if 1 interviewee says something interesting, it is not guaranteed to be true for all customers.

Step 4. Collect and Analyze Data

  • (e.g., Continuing our Example = A startup seeking feedback on their new food delivery app.)

--

--

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
Kaego Ogbechie Rust

Kaego Ogbechie Rust

224 Followers

CEO at KHOR Consulting, helping companies build business plans, pitch decks, and streamline their operations. Email: kaego@khorconsulting.com