The process I follow

1. Discover

The discover phase is about setting aside previous assumptions and get unbiased insights on users and needs by empathising with people involved in the project and understand their motivations and experiences. By the end of the phase, the problem should be defined.
→ Learn and collect information → Study competition → Adjust the process steps to time → Develop/Review Requirements

2. Ideate

The ideation phase is about generating ideas and start shaping solutions.
→ Brainstorming → Working sessions → Explore ideas/concepts

3. Evolve

With the previous work done, the Evolve phase is where ideas consolidate and translate into solutions. Depending on the type of project, there are multiple ways of capturing the ideation outcomes.
→ Information Architecture → Sketches, Wireframes, Prototypes → Users journeys → Interaction patterns

4. Iterate

The results obtained in this phase are used to redefine the problem and understand how users behave, think, feel and empathise with the experience.
→ Implementation follow up → Test and review → Adapt to change → Again, Test and review

Data Analysis & Insights for Customer Engagement

Customer Data Analytics • Power BI • Statistical analysis • Quantitative data analysis • Data processing with R • Qualitative analysis

Customer Experience and Voice of the Customer (VoC)

Contextual Interviews • Journey mapping • Attio (CRM) • User Research/Testing • Segment and cohort analysis • Customer Advisory Board (CAB) • Technical preview programs • Customer Support & Ticket Analysis