“Empathize and Define” Empathy map and problem statement

Rodolfo Howard

August 5, 2013

Context

• “Minuto Frío” is a small business dedicated to sell frozen products. This is a small family company and opened his first store in April 2013. The sales are in charge of the owners themselves.

• They have rudimentary processes to manage the business, specially to keep the documentation and record of their sales.

“Sometimes we fail to record all sales, because we have many clients simultaneously or because we forget it”.

They feel that having new tools to keep records regarding the management is very important to improve the processes.

They feel that they need take the control over their own business.

They have not great monetary and technological resources available.

Having a registration and sales control allow them to know which are the top selling products.

There should be a detail of the income received by the company.

OWNERS OF “MINUTO FRIO”

They write all their sales in a notebook. They save in files all documents that support their purchases.

Empathy Map

“We want to organize and facilitate the records in our business”.

“Reviewing handwritten records, we waste a lot of time”.

“We had problems when we recorded the daily income. Sometimes we lose money, and others, we have much more than the expected”.

“We do not have a record to make our purchases from suppliers”.

Insights

• Given the size of the warehouse, the stock should be optimized to improve the use of space.

• To have clear and updated records are key for a new business.

• The owners of "Minuto Frío” need a best way to develop a documentation process to keep the files about their sales, because they do not have a systematic, easy to use, reliable and effective approach, so, the current situation presents a major threat to this new business.

Problem