Pain points are difficulties, delays, frustrations, risks or unmet needs experienced by customers, users or staff. Evidencing them focuses improvement on problems that matter.
How to use this tool
Define group and experience
Define the user group and experience being examined.
Gather research and data
Gather evidence through research and operational data.
Record and group them
Record and group the pain points.
Assess impact and prioritise
Assess their impact and prioritise improvement opportunities.
References & further reading
Cadle, J. et al. (2021). Business Analysis Techniques: 123 Essential Tools for Success, 3rd ed. BCS. ISBN 9781780175690.