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

Chapter 8. Validating the Customer's Voice

	"The great thing about fact-based decisions is that they can overrule the hierarchy"
	--–Jeff Bezos

In Chapter 7, Understanding the Customer's Voice, we discussed how to make sense of all the information we gathered during our interview process. We reviewed how to highlight our interview notes, and take those highlighted passages and transfer them to yellow sticky notes. We do this, of course, so we can group and prioritize the customer's needs we have been told about. After this, we transferred the most important 30-50 customers' voices and, through our translation worksheet, turned the customer voices into rudimentary requirements. We then performed another affinity process on these customer requirements ...