In the 2000s, it was ”We should add social features.”

In the 2010s, it was “Why don’t we have a mobile app yet?”

Around 2015, it became ”Our competitor just released a chatbot.”

And now, it’s “What’s our play when it comes to AI?”

Industry trends create pressure for product leaders, pressure that can result in project funding.

When this happens, getting the right stakeholders around the table is key. You've got to apply the technology in a useful way to make it sticky. Teams that understand the customer can save the company from pouring the budget into technology that will go unused.

We once worked with a returning client who wanted to launch a new mobile app. They had already brainstormed how the app might be a companion for customers as they took part in the company’s services.

Our clients smartly included 2 people in the workshop who could best be described as “boots on the ground.” This duo understood the typical customer experience.

As they walked through it with the group, it became clear that most mobile app usage would occur before or after the service, not during. The feature list that leadership had been ideating on would need to change substantially.

If their knowledge had not been represented early in the process, our client could have built a beautiful app, around all the wrong priorities.

Avoid missed requirements, poor user experiences, limited innovation, and cost run-ups by ensuring that your team understands the customer, their needs, and their current experience.

At Slide UX, we specialize in helping clients make this kind of discovery If you'd like to learn more about our services, book a consultation.