Reflection-Mind Mapping

Challenge & Selection

The tool I choose is Mind Mapping, I use it in the What Is process to identify the patterns and

insights from the large amount of data we have gathered. It takes 7 steps to run through the

mind mapping process, including holding a yard sale, inviting customers, offering tours to them,

knowing what appeals to them, gathering their feedback, identify the valuable insights and

therefore translating the insights into criteria.

However, it poses great challenge to carry it out for the first time, especially under the Covid-19

pandemic, so we have decided to do this on a virtual meeting, which requires a lot of

preparation.

Application

We have invited 21 customers, after carefully selecting them to ensure that this group of

customers covers the base of the whole customer group, to gather their thoughts on our

ready-to-launch new product about whether they like the flavor, the convenience of taking it, etc.

In light of the pandemic, they are not able to attend our off-line event, so we have send them the

product in advance. They are not allowed to taste our new product until the online event.

During the online conference, we invite them to test our products by asking them to imagine they

have just bought this form supermarket, then open the package and try it.

Later, they have been given 30 minutes to fill in the forms we have mailed to them beforehand,

and they invite them to describe how they feel and share all these with us.

We would record their feedback and their conversations to further analyse, and them translate

their insights in to our further design criteria to help us in developing other related products.

Insight & Approach

What we have found through this is that our customers’ feedback vary very much, which

originate from their individual differences. It has take us a lot of time to further analyse and draw

patterns from their feedback.

Considering this is a experiment conducted under Covid-19 pandemic, the quality of online

conversation is impacted. We would take further measures to enhance the efficiency and

communication quality in real offline events.

