This is an editable sample for the first edition of the site.
Customer conversation notes
Date:
Participant code, without identifying details:
Permission to take notes: yes / no
The most recent experience
When did it happen?
What happened?
The current solution
How do they handle it now?
How much time or money does it cost?
The most important problem
In the participant's own words:
Our observations
Which assumptions did the conversation support?
Which assumptions might be wrong?
What else do we need to find out?
The next step
One small test: