Insights Unlocked

How the ‘pulling the thread’ methodology can help solve your complex problems

01 Jul 2024

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In this Insights Unlocked episode, Toast’s Jehad Affoneh describes the ‘pulling the thread’ methodology to solve complex problems. Episode web page ----------------------- The Human Insight Summit (THiS) PROMO Code The Human Insight Summit (THiS) is headed to Austin, Texas, this October 28-30. THiS is our annual, in-person customer conference dedicated to helping organizations understand their customers by showing and sharing, first-hand, the possibilities of using human insight across the business. Get $100 off your registration with the podcast listener code: UNLOCKED. Learn more or register. ----------------------- Episode Description: In this insightful episode recorded at the UXDX conference in New York City, host Nathan Isaacs talks with Jehad Affoneh, the Chief Design Officer at Toast, to delve into an innovative methodology his team employed to enhance the customer experience for Toast's 100,000+ restaurant customers. Toast is a restaurant point of sale and management system that helps restaurants improve operations, increase sales and create a better guest experience. Key Themes: Pulling the Thread Methodology: Addressing complex problems by finding the right thread in a tangled ball of yarn and pulling it to untangle the complexity. Steps to Implement: Identify pain points from both customer and internal perspectives. Find themes within these pain points to locate scalable solutions. Test these solutions with a cohort of customers to validate effectiveness. Challenges in the Restaurant Industry: Restaurants operate in fast-paced, high-stress environments with frequent technical issues. Reflections on the Journey: The rewarding nature of working at Toast, making daily impacts on real people and communities. The satisfaction of seeing long-term projects come to fruition and positively affect customers. Additional Resources: Toast website UXDX Conference UserTesting Subscribe and Follow: Don't forget to subscribe to the Insights Unlocked podcast for more expert insights and tips on designing digital products that people love. Follow us on LinkedIn for updates and more content.

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Insights Unlocked

How the ‘pulling the thread’ methodology can help solve your complex problems

This episode hasn't been transcribed yet

Other episodes from Insights Unlocked

How great product teams use customer insights differently with Jeff Lash

Speed is no longer the constraint in product design—judgment is | Figma's Andrew Hogan

How staff designers can lead without being managers with Catt Small

How TruStage's design team operationalized UX research

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