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From Voices to Results - Voice of Customer Questions, Tools and Analysis by Robert Coppenhaver

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From voices into customer requirements

You have now limited your focus on the 20-30 most pressing customer voices. You now need a way to group these disparate thoughts and images into a cohesive set of requirements that can be deployed in your new development. Have everyone review the yellow sticky notes that were picked. You should now have a robust set of customer voices from your interviews and you should begin to develop a sense of your customers' main concerns and requirements.

We now need a method to convert your customers' voices, key concerns, and images into requirements. For this we will use a "translation worksheet." This tool allows us to reframe each customer voice into specific performance requirements for the product or service you ...

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