Get clarity in a month

1 HR CONSULTATION

Identify key goals

1 MONTH

Customer Clinic

Step 1: Source, Recruit and Interview 10 current or churned customers

Step 2: In-depth data analysis and synthesis to distill their reasons and criteria

Step 3: Frame product improvements to fit customer reasons and satisfy their criteria

Customer data repository

Insights report

Product improvements to make

Ben Stukenborg, trusted by NASA, Facebook, Latch and a host of early stage companies

Ben has interviewed 100s of customers to help 13 ventures envision and build category-defining products as a Designer/Researcher/PM tour de force. He architected Latent Desires helping 8 of those quickly get clarity about their customer needs:

Croissant

Conducted first customer interviews, uncovering why shoppers were checking out with Croissant's buyback guarantee, clarifying and focusing the brand messaging to be specifically tailored to customer outcomes.

CalAmp

Interviewed CalAmp solution engineers and customers and synthesized their jobs to be done and significant issues using CalAmp's current device management system. Used findings to envision new device management paradigm.

Supernow

Interviewed parents to understand how Supernow's interactive Zoom classes fit into their lives. Used findings to create new Explore and Calendar views for parents to discover and schedule classes.

Affect Therapeutics

Analyzed 100s of patient histories to distill what motivates meth addicts and how they need help getting sober. Used the findings to create game design and design digital therapeutic app where patients are paid to complete tasks to make progress.

Parsley Health

Conducted first customer interviews and analyzed 100s of consultation calls to distill core reasons people were coming to Parsley for help. Used findings to architect new business model and billing system and prototype remote diagnostics product.

Cove (Feelmore Labs)

Conducted longitudinal studies using novel neurostimulation headset, uncovering the jobs-to-be-done people hoped the device would satisfy. Used findings to re-design companion app and guide the brand identity design program.

Marcus Invest (Goldman Sachs)

Conducted structured interviews with wide range of people with money to invest. Distilled core jobs-to-be-done and key opportunities for a retail investment product.

Vowel

Conducted and analyzed 50 interviews with wide range of people around how they took and use meeting notes. Findings revealed divergent sets of needs that I used to conceptualize two mutually exclusive product visions.

REVIEWS

Anand Rau, CTO at CalAmp

“Ben Stukenborg is incredibly sharp and managed to very quickly absorb all the technical complexity that we struggle with here at CalAmp and turn it into very simple-to -understand and elegant customer-facing solutions.”

Andrew Berman, Co-Founder/CEO at Vowel

“Ben is a great user researcher, strategist and designer. He cares deeply about the voice of the customer and works hard to bring that into all conversations at the company. He has a strong intuition and ability to distill real, actionable insights from qualitative interviews. He also has great product strategy insights. Ben helped us arrive to clarity on our vision, which was pivotal.”

Day Jiménez, VP of Design at Parsley Health

“Ben is one of the best user experience researchers I’ve worked with—hands down. He has a strong intuition for human behavior and a strong ability to distill real, actionable insights from quantitative and qualitative information. At Parsley, Ben drew insights from quantitative information while also putting to work a range of tools that allowed us to interpret and draw important conclusions from qualitative, often unstructured information—he made sense of hundreds of phone conversations to more deeply understand why some users weren't satisfied. Ben draws upon a range of means and methods for gathering a holistic understanding of users—from interviews and surveys to conducting ideation sessions with a range of stakeholders. He meticulously uses the right tactics like unbiased question writing, heuristic analysis, Jobs to Be Done framework, and comparative framing to understand levels of impact. Ben can also apply these skills across a range of scales—for us, at the highest level of the business, delivering a North Star product strategy, and at a detail level, determining specific terminology that would resonate with users making a medical purchase.I’d work with Ben again whenever we need to better understand our users and what they need from us.”

Sai Dhanak, VP of Product at Latch

“Ben combines the process and tooling of an architect with the artistic and uninhibited passion for the truth behind the way the world works, the incentives behind everyday life, and the causality of why people do the things they do. This approach to design, with heavy emphasis on contextual design and research, creates not just good solutions, but visions for how a product and even a company should work.”