From voices into customer requirements

You have now limited your focus on the 20-30 most pressing customer voices. You now need a way to group these disparate thoughts and images into a cohesive set of requirements that can be deployed in your new development. Have everyone review the yellow sticky notes that were picked. You should now have a robust set of customer voices from your interviews and you should begin to develop a sense of your customers' main concerns and requirements.

We now need a method to convert your customers' voices, key concerns, and images into requirements. For this we will use a "translation worksheet." This tool allows us to reframe each customer voice into specific performance requirements for the product or service you are investigating. This part of the process is critically important. Customers often describe their needs in vague language or in terms that they are already familiar with, or even worse, they tell you the solution they need. This step helps us to...