Download Case Study Templates and more Summaries Integrated Case Studies in PDF only on Docsity! 1 2 Case Study Template Tool 8 A case study describes a product, service, or solution put into place to address a particular customer experience issue. Case studies are a great way to showcase and present results to key stakeholders within your organization. While case studies do not have required elements (they vary depending on the case or story highlighted), most do include the six main elements detailed below. In addition to showcasing your project, a good case study helps make the case for customer experience by illuminating the voice of customers you interacted with along the way. SUGGESTED TIME 2-4 hours ROLES 2-4 collaborators MATERIALS NEEDED template, pages 58-65 pens paper sticky notes STEPS PROBLEM STATEMENT Identify the problem you addressed. Explain how it was identified and why it’s an important issue. SOLUTION PROCESS What process did you follow to generate, develop, and test your solution ideas? If you encountered any unexpected roadblocks along the way, how did you overcome them? 1 2 PRO TIP – Highlight the “aha!” moment. To generate excitement and increase engagement around your work, showcase the unexpected – such as interesting insights about customer behaviors or the time a hypothesis was proven wrong during testing. PROTOTYPE GALLERY Showcase any prototypes you developed and tested with customers. What tools and resources did you use? How did these prototypes help evolve your work? RESULTS + NEXT STEPS What was the impact of your solution in terms of customer experience or other metrics? How did you define and measure success? What next steps have you identified to build upon your work? How can your organization benefit from continued exploration of the customer experience solution? 3 4 3 4 Tool 8 Case Study Template (1/4: problem statement) REGIONAL CONTEXT From your research, what were key regional factors – regulatory, cultural, political, other – that contributed to or related to the problem? How did this context ultimately impact the way you approached your solution? PROBLEM STATEMENT What’s the customer need or problem your solution sought to address? Who was involved: partners, customers, other stakeholders? What were the key relationships? INITIAL RESEARCH OVERVIEW Include a summary of your initial research strategy. Where did you go and who did you speak with? How did you adapt your process as you uncovered new information about the situation? What were the key customer insights that helped you identify the need or problem to address? # Interviewees Time spent in the fieldInterviewee breakdown Locations visited
