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Solving for Pain2:16 with Devin O'Bryan
Using the most obvious pain points from the previous video, we’ll decide where we will focus our efforts.
- Prioritization – defining the importance of action items.
- Triage – acting upon the prioritized action items taking care of the most important items first.
- Medical triage using SALT Technique. The same intent is employed for user pain prioritization
In the previous stage, we established that Stable Sarah is experiencing pain
in three main areas of our checkout experience for Emmacon.
The experience lacks consistency.
The button language and placement wasn't clear or reliable.
The experience lacks transparency.
She doesn't know if items were added to her cart.
And three, the experience lacks assurance, Sarah needs confirmation of her purchase.
We will need to prioritize these pain points
in order to establish our areas of opportunity.
Do this by voting with stickers that both represent the importance to the user
as well as the drain on resources that the solution would cause.
Basically, how easy will it be to implement a solution?
The more important the pain point, the more importance stickers we'll see on it.
Same goes for feasibility.
The more resources we see on the pain point, the simpler it'll be to implement.
My team often uses two colors,
or two shapes of stickers, to differentiate between those directions.
My team, here, has voted regarding the pain point around the lack of consistency.
And we acknowledge that this is an extremely important part
of the checkout process in terms of maintaining trust with Sarah.
As we begin our solution process in the next video,
we anticipate this will be an easy fix in terms of resources too.
Sarah didn't know of items were added to her cart to begin a checkout process.
This will be a high priority to improve upon for Sarah.
But the team has also realized it will be resource intensive.
Lastly, she needs confirmation of her purchase to add
a capstone to this experience.
This will be average in terms of feasibility, but
seems to be the lowest priority compared to the other two pain points.
We've established a sense of importance toward the most immediate
pain we can solve for.
And in the next video, we'll establish some big ideas for solutions.
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