Chapter 15 Sense-Making

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In Part II, we collected data from contextual inquiry interviews and sorted it into our Six Minds framework. Now we can move onto our next major goals:

  • Looking for commonalities among dimensions of the Six Minds (level of expertise, feelings of anxiety, etc.)
  • Segmenting customers by their needs (e.g., novices versus experienced professionals, supervisors versus analysts, parents versus children) and relevant dimensions (e.g., word usage, microgoals, underlying assumptions), and building a psychographic profile of each segment

Finally, we’ll end this chapter with a few notes about another system of classification (See/Feel/Say/Do) and why I believe it fails to organize the data in a way that ...

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