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Understanding the Ideal Experience

Understanding the ideal experience begins with identifying the context in which your product or service is used. For example, with facial tissue, the appropriate context is suffering from a cold, flu or allergy. At these times, consumer need and demands on the product are the highest. Within a given context, it is important to determine what aspirations the product or service helps the individual to achieve. Using a product is usually not the end, but the means for achieving some other purpose.

Some important questions to ask include the following:

  • Where is your user coming from?

  • Where are they going?

  • What are frustrations with the current experience?

  • What product benefits will enable the ideal experience?

  • Can you in one or two sentences state
    1. what experience your target audience desires from using your product or service, and
    2. what life aspirations your product or service enables them to achieve?

Understanding the context in which your product is used provides assurance that your initiative is grounded in consumer understanding, results in appealing concepts and product designs and sets the direction for future initiatives. All too often, projects begin with too shallow an understanding of what the consumer believes would be ideal. In the rush to get products to market, the focus can be reduced to providing an incremental improvement to just one attribute. Even worse, the insight upon which the product is designed may be incomplete, resulting in an initiative that makes a small impact in the marketplace.

Identifying the ideal and current experience allows marketers and developers to "set their sights high." An in-depth understanding of the situation will allow you to write concepts with meaningful benefits that address important consumer needs. This holistic approach is more likely to result in breakthrough products. Since the ideal and current experience do not change rapidly, the effort spent on gaining this understanding can set the direction for a brand or product for years to come.

Storytelling, techniques to elicit metaphors, and observational / ethnographic research are research tools that can provide understanding about the ideal and current experience. A picture is worth a thousand words. Storytelling and metaphor elicitation exercises rely on the use of visuals / pictures to understand people's thoughts, attitudes and emotions about a subject. Observational research is an excellent tool for understanding the current experience. If you need to learn more about your target audience, consider these approaches to define their ideal and current experience.

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