Process
Customer discovery call in five timed phases
A 30 minute agenda you can reuse on every call
A reusable agenda for founders, product managers and researchers running customer discovery calls. It splits a 30 minute call into five phases with a time budget for each, so most of the call goes to the problem and its cost. Keep the same order on every call so notes are easy to compare. Koji can run the same structure as an AI interview when you need many more conversations.
Where this appears
What's in this process
- Warm-up, 2 to 3 minutes: Build rapport, set expectations and ask to record. Say you are not selling anything today.
- Context, 5 minutes: Their role, their goals and their world. You can't read a problem without knowing who has it.
- Problem exploration, 10 to 12 minutes: How they handle the task today, where it breaks and what they have tried.
- Impact and motivation, 5 to 7 minutes: What the problem costs in time, money or stress, and whether they have looked for or paid for a fix.
- Wrap-up, 3 minutes: Ask what you missed, ask to follow up and ask who else you should talk to.
Use this image
Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
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<a href="https://www.koji.so/visuals/customer-discovery-call-five-phases-timing"><img src="https://www.koji.so/visuals/customer-discovery-call-five-phases-timing/customer-discovery-call-five-phases-timing.png" alt="Process of a 30 minute customer discovery call in five timed phases: warm-up, context, problem exploration, impact and motivation, and wrap-up." width="1200" height="792" /></a>
<p>Source: <a href="https://www.koji.so/visuals/customer-discovery-call-five-phases-timing">Customer discovery call in five timed phases</a>, Koji</p>
