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Workshop Examples:
User Understanding

Customer Empathy Map - Put yourself in their shoes

The Customer Empathy Map is a tool used to increase your Understanding of your customer. By putting yourself in his own shoes, you will be able to truly understand the client's buying behavior. Ultimately, it is often used to improve the customer experience. In this collaborative session, we will:

  • Identify your customer behavior

  • Find the pains and gains of your customer

  • Discuss it with an insight cloud

  • Think about solutions to your customer

  • Select the best solution and discuss it

Mood Board - Visually illustrate the overall "feel" of an idea

Mood Board is a collaborative and creative activity that will enable a team to visually represent the feel of an idea (or challenge or trend or solution) with colors, photos, collage, and drawings.

Need validator - Validate assumptions about users' unmet needs

This technique will enable us to validate assumptions of what might be the unmet needs of our targeted users.

We will do that in 3 consecutive phases and 8 steps:

  • A/ List the needs and identify the key questions for the interview (Step 1 to 6)

  • B/ Interview the users (Step 7)

  • C/ Reformulate the needs (Step 8)


Phase A & C should be done in a meeting (online or onsite).

B can be done on the field for several days or weeks.

Persona - Give life to your ideal customer

When creating or improving a product or service, many businesses use personas to target their ideal customer.

A persona is an easy way to give life and emotions to a collection of raw data and insights.

It's possible to imagine many personas, but it’s recommended to focus on an ideal customer persona.


In this collaborative session, we will:

  • Gather data & insights

  • Create personas and choose which one is the most important

  • Search ideas to convert these personas into customers.

Six thinking shoes - Change your point of view


This method will allow us to explore all perspectives to our challenge by wearing 6 different shoes one at a time to force us to move outside of our habitual thinking style. It's useful to have a lot of different point of view, avoid adversarial thinking and make better decisions.

  • The white shoes: information

  • The red shoes: intuition and feeling

  • The black shoes: risks, difficulties, problem

  • The yellow shoes: benefits, feasibility

  • The green shoes: new ideas, possibilities

  • The blue shoes: managing the thinking

This workshop is inspired by the work of Edward de Bono: the Six Thinking Hats official website:

GEMBA Impact
DTU Science Park

Venlighedsvej 6

DK-2970 Hørsholm


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