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Engagement Design & Journey Mapping

Engagement Design & Journey Mapping

AI generated illustration of four people at a table with graphs, charts and, icons on walls around them

AI generated illustration of four people at a table with graphs, charts and, icons on walls around them

Turning Customer Research Into Ideas Worth Building

The Problem With Brainstorming Most ideation sessions follow the same pattern. A room (or Zoom) full of smart people, a whiteboard, and a prompt that's vague enough to generate lots of ideas but not focused enough to generate useful ones. You walk out with a long list, a few sticky notes that made everyone laugh, and a nagging sense that none of it quite connects to what your customer actually needs. At M&T Bank, we'd done the research to understand our small business custome

Matt Adams

Mar 113 min read

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