CCRP - Week 1 (Wednesday)

Day 3 (Wednesday - 20 August 2008)


We started the morning discussing the Follow Me Home process and then received a presentation on the retail channel sales given by Peter Colwell. The Follow Me Home focused on researching to design for delight. We watched and documented the following:

• artifacts
• surprises
• roadblocks
• stop gaps
• sequences/flow
• task processes
• interactions (tools, computers, etc.)
• terminology, etc.

We then went on a Follow-Me-Home to a desktop QuickBooks user. It was a great experience to listen and watch how the customer actually uses the product. The customer also shared what she dislikes and likes about the product. I was surprised to see how passionate the customer was about the product. QuickBooks is used almost everyday by these users so they are very familiar and vested in the product. The customer we visited had a ton of things she loved about QuickBooks and tons of things she would change.

We went as a group to Sweet Tomato for lunch ... YUM!

We learned some great things and then reported our experience to the group when we returned to the Mountain View campus at the end of the day. After lunch we visited retail locations to see how the products were displayed, see how helpful the sales associates were, and how difficult it would be to find the products. Our group visited Office Depot, Costco, and a Target store. This was also a fantastic exercise and was a great follow-up to Peter's presentation.