132 Customer InsIghts desIgn 132 29 CREATIVE PROBLEM SOLVING TOOLS 29 CREATIVE PROBLEM SOLVING TOOLS What does she say and do? attitude in public appearance behavior toward others What does she hear? what friends says what boss says what infl uencers pain fears frustrations obstacles What does she think and feel? what really counts major preoccupations worries & aspirations What does she see? environment friends what the market oΩers gain "wants"/needs measures of success obstacles Source : Adapted from XPLANE What does s he say and do? attitude in public appearance behavior toward others What does s he hear? what friends says what boss says what infl uencers pain fears frustrations obstacles What does s he think and feel? what really counts major preoccupations worries & aspirations gain What does s he see? environment friends what the market oΩers "wants"/needs measures of success obstacles Source : Adapted from XPLANE bmgen_final.indd 132 6/15/10 5:39 PM