A personal letter written to a product often reveals profound insights about what people value and expect from the objects in their everyday lives.
Gather from 5 to 7 participants.
Ask participants to spend no more than ten minutes writing a letter (usually, longer time frames will make participants over-think its contents).
Ask for volunteers to read their letters out loud in front of the other participants.
Capture recordings of participants reading their letters on video: both the participants’ expressions and voices provide non verbal cues that the letters alone do not.
Gets at the heart of what people feel during those moments of connection with a product. People get to write about their feelings about how, when, and where the relationship with a product turned sour.