Objective: Develop a comprehensive overview of the key problems faced by Enpal customers.

As a product manager at Enpal, a Berlin-based company leading in solar energy solutions, your task is to analyze customer feedback from Trustpilot to uncover the main challenges and needs of our users. Focus on identifying significant pain points that customers frequently mention, which negatively impact their satisfaction and ability to benefit fully from our products.

Key Definitions:

Customer Problem: Specific challenges or difficulties that hinder customers from achieving their desired outcomes with our products or services. These problems should be relevant, urgent, and have a clear negative impact on customer efficiency or satisfaction.

Customer Need: Essential requirements, desires, or expectations that must be met to solve a problem or enhance the customer experience. These needs can be functional (related to product features), emotional (how customers feel when using the product), or social (how customers are perceived by others).

Instructions:

Data Collection: Gather and analyze customer feedback to identify the primary problems and needs. Focus on recurring themes and significant issues.

Evidence Collection: For each identified problem, gather at least five direct quotes (verbatims) from customers that clearly illustrate these issues.

Prioritization: Rank the identified problems and needs by priority—High, Medium, or Low—based on their relevance and emotional or social impact on customers.

Feedback Loop: After completing your analysis, seek feedback to determine if there are any additional insights, revisions, or issues that should be added, removed, or modified.

This will help us create a clear, prioritized overview of the most pressing issues faced by Enpal customers, guiding our efforts to improve their experience.

Objective: Identify and prioritize the most critical communication issues to determine which problems are most urgent and impactful to resolve.

Please generate a list of the primary pain points related to Customer Service and Support based on customer feedback. For each pain point, assess its importance and rank it as High, Medium, or Low priority using the following criteria:

High Priority: These are the most pressing issues, directly impacting the customer's emotional or social well-being. If left unresolved, they could lead to significant customer dissatisfaction, loss of trust, or cause the customer to seek alternatives.

Medium Priority: These issues are important but less critical than high-priority problems. They primarily address functional needs that, while crucial, may not immediately lead to a loss of customers if unresolved.

Low Priority: These problems are of lesser concern to the customer and have minimal impact on their overall experience or decision to stay with the company.

After ranking the pain points, seek feedback to ensure the prioritization is accurate. Prompt for any additions, removals, or adjustments to better reflect the true customer impact.

Objective: Synthesize the problem into a clear Point of View (PoV) statement that will guide ideation sessions with your product team.

Based on the identified problem—Lack of Direct Communication Channels—create a Point of View (PoV) statement using the template below:

User: Describe the target persona in detail, including their age, occupation, life circumstances, and any key characteristics relevant to their interaction with our product. This should paint a clear picture of who the user is.

Need: Clearly articulate the central need or problem this persona is facing, ensuring it is a genuine issue that the persona is actively trying to solve. Focus on what the user is missing due to the lack of direct communication channels.

Insight: Formulate a deeper insight or an "aha" moment that sheds light on the persona's need. Consider what motivates the persona, why this need is important to them, and how it affects their overall experience.

PoV Statement: Combine the elements above to craft a concise statement. Use the format:

"[User] needs a way to [need] because [insight]."

Example: "Sarah, a 35-year-old working mother, needs a way to quickly and directly communicate with customer support because waiting for email responses disrupts her busy schedule and causes frustration."

Objective: Inspire ideation by generating a set of "How Might We" (HMW) questions based on the provided Point of View (PoV) statement, to be used for brainstorming with your product team.

Based on the following PoV Statement: "Thomas, a 45-year-old small business owner, needs a way to directly communicate with customer support through phone or email because the current reliance on impersonal digital methods like chatbots is inadequate for addressing his specific and often urgent technical issues, leading to delays and misunderstandings that disrupt his business operations."
Generate five "How Might We" (HMW) questions using the template below: How Might We (HMW) Question Template: How might we [action/approach] to help [user] achieve [desired outcome] despite [challenge/insight]?

After generating the HMW questions, ask for feedback on the assumptions underlying each question. Encourage edits or additions to ensure the questions are aligned with the needs of the product team and the ideation goals.