3.1 Step 1: Stakeholders3.1.1 Target Stakeholders3.1.2 Connected Stakeholders3.1.3 Influenced Stakeholders3.1.4 Stakeholder Template (Figure 3.1)3.1.5 Guidance3.1.5.1 Session Lead3.1.5.2 Three-minute Self-brainstorm3.1.5.3 Team Brainstorm3.1.5.4 Document Assumptions3.1.5.5 Review Prior Steps3.2 Step 2: Research3.2.1 Planning3.2.2 Empathetic Observation3.2.3 Genuine Curiosity3.2.4 Being Inquisitive Is Good, Without Being Intrusive!3.2.5 Adopt a Beginner’s Mind-set3.2.6 Don’t Judge3.2.7 Question Everything3.2.8 Be Genuinely Curious3.2.9 Find Patterns3.2.10 Listen, Intently3.2.11 Suggestions for User Engagement3.2.12 Engagement Guidelines with the User3.2.12.1 Guidelines for Interviewer3.2.12.2 Guidelines for Note Taker3.2.12.3 Sample Questions for Interview3.2.13 Template3.2.14 Example (Figure 3.4)3.2.14.1 Guidance3.2.14.2 Team Brainstorm3.2.14.3 Document Assumptions3.3 Step 3: Persona3.3.1 Template3.3.2 Example3.3.2.1 Guidance3.3.2.2 Document Assumptions3.3.2.3 Review Prior Steps3.4 Step 4: Current Journey3.4.1 Current Journey Template3.4.2 Current Journey Example (Figure 3.8)3.4.2.1 Guidance3.4.2.2 Document Assumptions3.4.2.3 Review Prior Steps3.5 Step 5: User’s Perspective3.5.1 Template3.5.2 Example (Table 3.2)3.5.2.1 Guidance3.5.2.2 Document Assumptions3.5.2.3 Review Prior Steps