When you think about the reasons you might buy an Apple product, the specific features of a smartphone or i Pad might not necessarily come to mind.
Instead, you might be more likely to think about the brand as a whole, the over-arching customer service it offers, or even the role it plays in your life.
Take the Apple Store, for instance, where the customer experience is arguably as innovative and important as the products themselves.
Essentially, working backwards means that features or products will always hold intrinsic value to the customer, as they will be rooted in solving a specific and tangible problem. Perhaps not, otherwise every company out there would offer a brilliant CX.
Then again, it’s not all that difficult to implement when you take into consideration these key points.
In doing so, you’re bound to find your missing item lying somewhere.
Spongey boarded the bus when there were some passengers on it.
Lastly, we know what the final number of passenger is.
Retracing the steps and undoing each stage helps us solve the missing pieces in between to find that missing information.
Instead of starting with the technology, this means beginning with the benefits of the technology for the customers, and the problem it will solve in their lives. While features like faster charging and a front-facing camera might sound impressive when described in terms of the technology used, the customer might still question why these features exist.
However, when you start with the need – for instance, ‘I need a full battery quickly’ or ‘I want to take selfies more easily’ – the benefits immediately become more obvious, and the product sounds much more appealing.