jestercap72 Actually me's Public Library

There are also many case studies that add richness and depth to the ideas. The volume and variety of case studies is the best part of the book.

I wished Goodman and Helin talked more about the sensemaking process - the method of distilling insight from the interviews. In my experience this is the “secret sauce” of the entire approach and not a straightforward process. It would have been valuable for the authors to describe how they got from the customer interviews to the “emotional triggers” that were central to each of their projects.

Finally, I would have loved for the book to cite external sources that inspired their thinking. It’s possible that they came up with this approach completely alone, but it’s more likely that their ideas stand “on the shoulders of giants“–it would be a significant benefit to their readers if Goodman and Helin could, in a future edition or on their website, include notes and a bibliography.

(Thanks to Tom Gibson for pointing out the book to me.)