Shock the client: design thinking to create products inspired by real people. Voloshchuk P.V.

Creating a better client experience is a task that requires a systemic vision and the correct set of tools. The book presents an approach to solving this problem, developed by experts of the Laboratory of Design of the Higher School of the Higher School of Economics based on the systematization of the best international practices and taking into account the specifics of working with users' needs in the Russian market. This textbook contains instructions, templates for filling out and recommendations based on many years of successful experience in applying client -centric tools.

The book is addressed to a wide range of readers - heads of grocery commanders, designers, client experience and grocery managers.