Rock the Customer: Design Thinking to Create Products Inspired by Real People

Creating a better customer experience requires a systems vision and the right set of tools. The book presents an approach to solving this problem, developed by experts from the Design Thinking Laboratory of the Higher School of Business at the Higher School of Economics, based on systematization of the best international practices and taking into account the specifics of working with the needs of users in the Russian market. This training manual contains instructions, templates, and recommendations based on years of successful experience using customer-centric tools. The book is addressed to a wide range of readers - product team leaders, designers, customer experience experts and product managers.