Customer Discovery Workshop
See how customer discovery can help your team make better-informed decisions. In this free 60-minute session, we will help you begin framing one outcome, try a simplified customer-experience mapping exercise, and introduce the Opportunity Solution Tree. The goal is to provide a useful preview of the process—not complete the full discovery.
Request a complimentary workshopIn one focused hour
Experience a simplified version of the process.
Discuss and begin framing a possible outcome
Try a short customer-experience mapping exercise
Hear how opportunities differ from solutions
See where customer interviews fit in the full process
Plain-language definition
What is a customer discovery workshop?
This complimentary workshop is an introduction to the customer discovery process. Your team works through abbreviated versions of several activities used in a full engagement: discussing a possible outcome, sketching how you believe customers experience the buying journey, and beginning a simplified Opportunity Solution Tree.
The session may create some immediate clarity, but it is primarily designed to help your team understand the methodology and decide whether a deeper, evidence-based discovery engagement would be useful. Customer interviews, a completed experience map, a fully developed Opportunity Solution Tree, solution exploration, and assumptions mapping occur in the paid engagement—not in the free hour.
Where teams get stuck
More ideas do not create more clarity.
Many teams already have a backlog of possible improvements. The harder question is which work is likely to matter—and what should wait.
Limited budget, too many options
Your team cannot fund every feature, campaign, integration, or platform change. You need a defensible way to choose.
Priorities keep changing
Leadership, sales, marketing, ecommerce, and operations may each see a different problem—or jump to different solutions.
Decisions are based on assumptions
An idea may sound reasonable without evidence that it addresses a real customer need or supports the business outcome.
When to use the workshop
This is a good fit when the team wants to preview an evidence-based way of working.
The workshop is most useful when your team has competing ideas or unclear priorities and wants to see how a structured customer discovery process could help before committing to a larger engagement.
- ✓Your team has more proposed initiatives than available budget.
- ✓Different departments disagree about what customers need.
- ✓Leadership is requesting solutions before the underlying problem is clear.
- ✓You are considering an ecommerce investment but lack direct customer evidence.
- ✓Your ERP, product data, or operational processes limit what can realistically change.
- ✓You have invested in ecommerce but are uncertain what will increase adoption, orders, or satisfaction.
- ✓A redesign, replatforming, or integration project has stalled because priorities are unclear.
- ✓You want a structured way to test assumptions without creating long-term agency dependence.
Limited, fit-based availability
Who is the complimentary workshop for?
We offer a limited number of introductory workshops to manufacturers and distributors working through a meaningful ecommerce, customer-experience, or marketing prioritization decision.
A real decision is in front of the team
The organization has competing priorities, limited resources, a stalled initiative, or unresolved assumptions that could affect a meaningful investment or business result.
The right people can participate
The team can involve multiple perspectives—such as marketing, ecommerce, sales, service, operations, product, or IT—and has a sponsor connected to the decision.
The team is open to customer evidence
The organization is willing to consider customer interviews or other evidence if the workshop reveals important questions that internal discussion cannot answer.
How requests are handled
Requesting a workshop does not automatically reserve one.
Brilliance reviews each request based on fit, timing, participant readiness, and current capacity. When the workshop is a strong fit, we will offer available dates. If capacity is full, we may offer a later date or a paid working session for an urgent need. If another service would be more useful—such as a technical discovery, UX review, or platform assessment—we will recommend that instead.
Submitting a request does not guarantee a complimentary session. The workshops are not scheduled strictly on a first-come, first-served basis.
How the workshop works
A guided preview—not the full engagement.
Your team brings its knowledge of the business. Brilliance leads a condensed version of the process so participants can experience how the full engagement is structured and where customer evidence changes the conversation.
Discuss a possible outcome
You do not need to arrive with a finalized outcome. We help the group discuss one possible customer behavior or business result that could guide the exercise. The outcome may still need refinement after the session.
Try a simplified experience map
Participants spend a few minutes individually sketching how they believe customers discover, evaluate, buy, reorder, or ask for help, then share selected observations with the group. The free session does not produce a complete consolidated journey map.
Surface initial hypotheses
The group discusses possible friction points, constraints, and unanswered questions based on internal knowledge. These are hypotheses—not validated customer findings.
Preview the Opportunity Solution Tree
We introduce the Opportunity Solution Tree and may begin adding a few high-level opportunities. The full tree, customer interviews, solution ideation, and assumptions mapping are part of the paid engagement.
Examples of outcomes
What might a B2B team choose to improve?
The outcome should describe a customer behavior or business result—not a feature the team has already decided to build.
- ✓Increase first-time online orders from qualified buyers.
- ✓Increase repeat purchases from existing customers.
- ✓Increase self-service ordering among customers who currently call or email.
- ✓Increase completed quote requests from right-fit prospects.
- ✓Re-engage lapsed customers who have not ordered in two or more years.
- ✓Reduce customer-service assistance required to place an order.
- ✓Improve adoption of account tools such as saved lists, quick order, or reorder.
- ✓Help buyers find compatible products with less effort and uncertainty.
A practical introduction and a few useful starting observations.
- A possible starting outcome An initial outcome statement or a clearer sense of what still needs to be defined. The session does not guarantee a final measurable outcome.
- Selected observations from the team A few perspectives on how team members believe the customer journey works today and where friction may exist. These observations have not yet been validated with customers.
- A better understanding of the method First-hand exposure to outcome framing, experience mapping, opportunities versus solutions, and the role customer interviews play in the full process.
- A decision about whether to go deeper A discussion of whether a full customer discovery engagement, customer interviews, technical analysis, or another next step appears appropriate.
