Gartner Research

Develop Customer-Centric Products by ‘Working Backward’

Published: 09 January 2019

ID: G00374659

Analyst(s): Werner Goertz


Good product design principles start with an explicit focus on customer requirements and user experience. Technology product managers should start the ideation process with an obsession on the customer, working backward to full specifications.

Table Of Contents


  • The Four-Step Model Concentrates Product Ideation Around Customer-Centric Principles
  • The Mock Press Release Places a Sharp Focus on Customer Needs
    • The Essence of a Good One-Page Mock Press Release Includes:
  • The Mock FAQs Sharpen the Focus on Customers and Stakeholders
    • A Compelling Three- to Four-Page FAQ Sheet Includes:
  • CX Details Captured in Business Moments Describe the Use Value
    • The Six- to Eight-Page Description of a CX Should Include:
  • Writing the Mock User Manual Bring Out the Product Details
    • A Good Mock User Manual Will Contain the Following Elements:

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