Beyond Personas:
The Customer Book
Your customer as they actually live, presented through deep and careful study.
Ah, the mysterious and elusive 'customer'. Too often, organisations think of their end users through anecdotal evidence and secondary sources, and understandings that have ossified into conservative positions over time. We substitute thrown-together personas, or the empty nutrients of statistics like Net Promoter Score. The CPR is founded in a deep ethnographic study of the customer as they actually live, presenting an in-depth picture of their life, needs, contexts, and pain points.