13. “Lean UX is the practice of bringing the true nature of a
product to light faster, in a collaborative, cross-
functional way that reduces the emphasis on thorough
documentation while increasing the focus on building a
shared understanding of the actual product experience
being designed. ”
~ Jeff Gothelf
25. Making problem statements
Problem
Statements
Template
[Our service/product] was designed to achieve [these goals].
We have observed that the product/service isn’t meeting [these
goals], which is causing [this adverse effect] to our business.
How might we improve [service/product] so that our customers
are more successful based on [these measurable criteria]?
a. goal of the product/service
b. the problem the business
stakeholder wants addressed
c. HMW
an explicit request for
improvement that doesn’t
dictate a specific solution
ASSUMPTIONS
26. Transforming assumption statements
to hypothesis statements
Template
We believe that
[doing this/building this feature/creating this experience]
for [these people/personas]
will achieve [this outcome].
We will know this is true when we see
[this market feedback, quantitative measure, or qualitative insight].
Hypothesis Statement
HYPOTHESES
27. Running a design studio
Individual idea generation (diverge)
DESIGNSTUDIO
36. Assump&ons
Problem:
Customers pay for Digital Living Service but only
0.5% contact rate, because they dislike long
waiting time. Digital Living Service was
designed to act as a techie
friend to our customers.
We have observed that our
customers hesitate to ask
us questions because they
don’t like wait for too long.
How might we improve
Digital Living Service so
that our customers will be
more willing to contact us?
37. Hypotheses
We believe that displaying the status of our service representative whether they
are available or busy and the current average waiting time for Patricia or Robert
will increase the contact rate. We will know this is true when we see 10% more of
our customer contacting us.