Love Letters & Break Up Letters

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



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.