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
[MUSIC] 0:00 In the previous stage, we established that Stable Sarah is experiencing pain 0:04 in three main areas of our checkout experience for Emmacon. 0:09 The experience lacks consistency. 0:14 The button language and placement wasn't clear or reliable. 0:16 The experience lacks transparency. 0:21 She doesn't know if items were added to her cart. 0:24 And three, the experience lacks assurance, Sarah needs confirmation of her purchase. 0:27 We will need to prioritize these pain points 0:34 in order to establish our areas of opportunity. 0:36 Do this by voting with stickers that both represent the importance to the user 0:40 as well as the drain on resources that the solution would cause. 0:45 Basically, how easy will it be to implement a solution? 0:49 The more important the pain point, the more importance stickers we'll see on it. 0:53 Same goes for feasibility. 0:59 The more resources we see on the pain point, the simpler it'll be to implement. 1:01 My team often uses two colors, 1:07 or two shapes of stickers, to differentiate between those directions. 1:09 My team, here, has voted regarding the pain point around the lack of consistency. 1:14 And we acknowledge that this is an extremely important part 1:20 of the checkout process in terms of maintaining trust with Sarah. 1:24 As we begin our solution process in the next video, 1:27 we anticipate this will be an easy fix in terms of resources too. 1:31 Sarah didn't know of items were added to her cart to begin a checkout process. 1:37 This will be a high priority to improve upon for Sarah. 1:42 But the team has also realized it will be resource intensive. 1:45 Lastly, she needs confirmation of her purchase to add 1:50 a capstone to this experience. 1:54 This will be average in terms of feasibility, but 1:58 seems to be the lowest priority compared to the other two pain points. 2:01 We've established a sense of importance toward the most immediate 2:06 pain we can solve for. 2:10 And in the next video, we'll establish some big ideas for solutions. 2:11
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