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    Modelo Customer Iceberg

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    Dana
    This document presents the Customer Iceberg Model, which is used to understand customers or stakeholders at different levels, from their observable actions and statements to their underlying needs, drivers, and personal characteristics. The model depicts seven levels of the "iceberg" ranging from observable behaviors to internal motivations, providing questions to help understand each level, like what they are doing, why they are doing it, and who they truly are.

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    Modelo Customer Iceberg

    Uploaded by

    Dana
    17 views1 page
    This document presents the Customer Iceberg Model, which is used to understand customers or stakeholders at different levels, from their observable actions and statements to their underlying needs, drivers, and personal characteristics. The model depicts seven levels of the "iceberg" ranging from observable behaviors to internal motivations, providing questions to help understand each level, like what they are doing, why they are doing it, and who they truly are.

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    This document presents the Customer Iceberg Model, which is used to understand customers or stakeholders at different levels, from their observable actions and statements to their underlying needs, drivers, and personal characteristics. The model depicts seven levels of the "iceberg" ranging from observable behaviors to internal motivations, providing questions to help understand each level, like what they are doing, why they are doing it, and who they truly are.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    17 views1 page

    Modelo Customer Iceberg

    Uploaded by

    Dana
    This document presents the Customer Iceberg Model, which is used to understand customers or stakeholders at different levels, from their observable actions and statements to their underlying needs, drivers, and personal characteristics. The model depicts seven levels of the "iceberg" ranging from observable behaviors to internal motivations, providing questions to help understand each level, like what they are doing, why they are doing it, and who they truly are.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 1

    The Customer Iceberg Model v.

    name of this customer or stakeholder:

    designer’s name(s):

    what we’re
    levels of the iceberg seeking at
    each level
    actions and
    statements what they seem to HOW?
    be doing + what
    they take/ they are saying WHEN?
    observable
    make

    jobs, rules,
    what they are
    structures, trying to do
    processes or being WHAT?
    required to do
    they follow

    understandable underlying
    why they are
    problems trying to do
    they are what they are WHY?
    solving doing

    drivers, sources the underlying okay but


    of those wants, needs really
    external and “shoulds” WHY?
    to the problems
    person

    internal discover-
    to the able their their personal characteristics,
    WHO?
    person true ways of thinking and practice,
    and mental models
    selves but really
    their values and vulnerabilities
    WHO?

    the
    Straight Up
    proudly made available
    under creative commons:
    by
    the innographer
    Business Institute
    straightupbusiness.institute/toolkit

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