Love Letters & Break Up Letters

To evaluate how your product is doing, you can ask customers or users to engage in this fun exercise.

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Recently at IBM we did this with an exceptional twist. We asked several users to write their choice of a love or breakup letter to the product we’ve been working on. After the letters were written and collected, we had other teammates read them out loud on camera.

This created a short video for our team to share around – bringing customers’ pains and joys to a very visceral level. Often one of the biggest challenges with research is making it actionable, and this did just that.