When I hired him to speak to a corporate group Mike Harris (First Direct founder) said the best ways to get insight were:
- Use your own product
- Spend a day with them
- Talk to customer service staff
- 1 to 1 insight
- Prototyping
- Watch them, e.g. hang out in a branch
AG Lafley:
- What are they trying to get done with our products?
- What's working and what isn't?
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