Post by Melissa Milloway

Do you know why the recurring problem on your team keeps happening? In video 2 of my LinkedIn Learning course, that's what we'll figure out. If you're just finding this, I'm collaborating with LinkedIn Learning on a 7-part course on building a proof of concept with AI to solve recurring problems in your organization. Step two is gathering pain points to map the user journey. And the most important thing you can do at this stage is ask neutral questions. Here's the difference, "Does this step frustrate you?" has the answer built in. And the user is more likely to say yes because people don't want to disagree with the person asking. "How does this step compare to the others?" doesn't point at anything. They tell you where the problem is on their own. Leading questions tell you what you already think is true and neutral questions will tell you what you didn't know. Here's how I set up the journey map for our user interview. In my example I lay the map out in three rows and ask three types of questions. ➡️ Actions. Ask someone to walk you through exactly what they do from the moment the problem starts. This helps you catch every small step you'd otherwise miss. ➡️ Feelings. Ask how one step compares to another. When people compare, they'll tell you where they feel stuck or overwhelmed without you ever having to ask directly. ➡️ Opportunities. Ask if they'd change anything about a specific step. If it's not working, they'll tell you exactly where the issues lie. By the end, you have a clear picture of your user's current reality and pain points without making any assumptions. In video 3, we'll take these pain points and insights and write user stories that define what your solution needs to do to solve for them. View the journey map template: https://lnkd.in/g9swqJmU #AI #FutureOfWork #BusinessStrategy

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