The Customer Experience Series

its a little slower than I expected up front. I was hoping to dive right into the "What is a persona", "how to develop" etc. but i'm ending lecture 5 and its already downplaying the importance of personas. Its good to know that it is one part of the customer journey and becoming customer centric but when I buy a course or am trying to hyper focus on a specific subject it doesn't help to know that this step is a small part of the greater picture. The instructor should spend more time hyperfocusing on the importance on why you need to do this and do it right. How we can maximize the ROI from going through this course. As of right now im just saw the customer centricity wheel in the last lecture but the instructor spent absolutely no time going into these areas, or even really defining further what customer centricity is.

Ok, personas are one aspect of customer centricity, customer centricity is focusing on the customer. Ok.

What data is coming into this customer centricity wheel? is it PII data? Research data? roughly developed personas created internally? What data are we even talking about injecting in the Customer Centricity wheel?!

What strategic marketing is he talking about? Marketing data provided from where or better yet, who? Customers? Stakeholders? Again, no idea what data we're injecting into this flywheel to become more "Customer Centric"

"Using data effectively", how do I know if im using the data effectively? Any examples? Nope.

UX Analysis + Design, what are they analyzing? Data? Apps? Webpages? Where do these individuals come into play?

Value prop / business model: I'm developing a business model off my persona? I though t I was just trying to be more customer centric and understand their painpoints better?

I understand some of the information is catered to individuals who are on differeing paths as the instructor mentioned at the beginning of the course, entrepreneurs / people working in enterprise companies but there was little to no exposé on the customer centricity flywheel, it only downplayed and caught me off guard be pivoting to learning about customer centricity over developing personas.


- Review by Aarun Varanasi on User Experience Tools: The Complete Guide to Personas