A practical guide
Customers aren't finding value
Trace where the customer promise breaks down, then focus on the behaviour that delivers value.
Work through the decisions
- 1
Complete Product Experience Framework →
Check where the promise and the experience diverge.
- 2
Time to Value Framework →
Define the first meaningful value milestone and measure the delay.
- 3
Customer Onboarding Maturity Framework →
Diagnose the onboarding experience that leads to that milestone.
- 4
Feature Adoption Framework →
Help customers discover and repeat valuable behaviours.
Put it into practice
Choose your next decision.
Write down what you need to decide, the evidence you already have, and what is missing. Start with the method that addresses that gap.