Researching the problem space
Work with Product Managers to connect with customers
Empathize with customer to gain an understanding of the problem space
Research how others have solved similar problems (competitive research)
Solution definition
Gather requirements based on customer empathy activities
Facilitate idea-generation activities with team members to source potential solutions to the problem
Conduct competitive research
High-level designs to communicate core solutions proposals to customers
Validate possible solutions with customers (or the customer success team as proxy)
Solution design
Identify ‘jobs to be done’ and create fleshed-out user flows
Explore ideas more deeply and expand on high-level designs previously done
Identify and solve for all important use cases, edge cases
Build prototypes for more realistic testing of solutions
Conduct user testing where appropriate
Validate with customers (or the customer success team as proxy)
Document functional specifications for the solution
Unblock ambiguous specs or edge cases for developers or QA team members
Validate quality standard and solution requirements are met in implementation through PR reviews
Solution launch
Develop visuals, animations or demos needed for documentation
Support marketing with any visuals or materials needed to promote new solution