**Becoming (or ideally *****being*****) the customer** is a powerful technique that moves us beyond mere empathy modeling. It widens our perspective to better shape the form-context boundaries of a solution’s intended use since direct experience can uncover hidden insights.
It’s not just one role—it’s every role involved in interacting with the product.
Additionally, the other moving parts of the role that’ll remain relevant for time to come will likely include:
1. Navigating the forest, not just the path
Focus on the broader ecosystem, not just individual trails, and actively ensure the winding road aligns with the ultimate destination points.
2. Feeling the rhythm of the shifting tides
Stay attuned to the ebb and flow of changing customer expectations, adapting to the currents before they crash ashore.
3. Turning chaos into a symphony
Conduct the cacophony of ideas and needs into a harmonious melody where every note has its place.
4. Building bridges between islands
Foster seamless collaboration by connecting diverse teams, ensuring their unique strengths flow together toward a shared goal (including AI agents).
_______
Figuring out the right stuff to build is hard since what you can't automate is to know what you should be trying to do. The role remains a centrally human endeavor.