21 Points of Alignment

These are the points that the characters in the story ALIGN develop over their journey of discovering how to align with customers

  1. Talk to the Professor
  2. Hear many voices
  3. Determine Who’s the Expert (ID your expertise, customer’s expertise)
  4. Put aside everything you think you know
  5. Prepare
  6. Team Goal = discovering customer’s goals & challenges
  7. Prepare Questions in advance  (ALQ)
  8. Assign Roles (host / presenter / uncovering lead / SME / note taker )
  9. Establish credibility with purpose
  10. Listen
  11. Cultivate Genuine Curiosity
  12. Be open (no fishing / steering conversation)
  13. Diagnose
  14. Confirm (ALAQ)
  15. Write It Down (verbatim notes in customer meeting)
  16. Write It Up (collate multiple notes, summarize)
  17. Review
  18. Share
  19. Store
  20. Build Schemas
  21. Identify disconfirming information
  22. Repeat ( set up future meetings before current meeting is through).