5. Our advice

Consider the wider experience (before, during and after), as interactions with the environment of the usage sequence are often as important as the use of the product or service observed.

Experience shows that many of the conditions for successful use (from the customer's point of view) lie within the perimeter of the product or offering proposed. Understanding the upstream and downstream stages is often decisive.

Be careful not to decipher the observations with too "business" an eye, as you will not perceive the conditions for success from the customer's point of view. It can sometimes be difficult to change this posture, which is why we recommend either multiplying the number of points of view that carry out the analysis, or having this analysis carried out by profiles of people who are not directly...