How did we save more than $3,000 in a 5min call with only the #DesignThinking approach?

Yesterday, one of our product managers called me to discuss a new feature that needs a design. He stated that one of our clients had an issue reported to our support team.

And he was thinking about creating this feature to solve this issue. I wasn’t confident that this feature could solve this issue, so I started interviewing the persona to know what exactly happened to make this issue appear.

Guess what? It was just a minor usability issue, and we were about to create a feature to fix it! To save time and money, start with empathizing!