3. Our advice
3.1 Review the most-used features (2 or 3) and the least-used features (2 or 3) and ask the customer whether his or her experience was positive or negative.
For the most frequently used functions with a positive experience, ask what she liked best.
For the least-used functions with a positive experience, ask why they haven't been used more.
For the most frequently used functions with a negative experience, ask why the customer insisted.
For the least-used functions with a negative experience, don't ask for anything, just let the customer express themselves if they wish.
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Bibliography
Also in our database
Bibliography
C. Kim and R. Mauborgne, Blue Ocean Strategy: How to create uncontested market space and make the competition irrelevant , 2005
C. Kim and R. Mauborgne, Value Innovation: The Strategic Logic of High Growth , 1997
C. K. Prahalad, The Future of Competition: Co-creating unique value with customers , 2004
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Acronym
CAUTIC: usage-assisted design for technology, innovation and change
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