Sample question 1 — Customer Centricity
A facilitator is preparing a discovery session for a team that keeps designing for an imagined user whose needs nobody can describe consistently. She wants the team to reach a shared picture of what their customers think, feel, and struggle with before anyone commits to a detailed solution. Which activity should she run?
- A. Prototype and test assumptions with users before building.
- B. Release small increments for fast customer feedback.
- C. Build empathy maps before starting detailed solutioning.
- D. Add accessibility criteria to every team's Definition of Done.
Answer: C. Option C is correct because an empathy map gives the whole team one shared picture of what customers think and feel, which is the common understanding the facilitator wants. Option D governs completion through accessibility criteria and does not describe the user's inner experience. Option A tests assumptions about a solution after the team understands the user. Option B shortens feedback loops without building shared empathy.
