Sensemaking has many names: discovery, exploring, design research, etc. We don’t care what you call it as long as it means deeply understanding the realities of your customers and actively starting to serve them.
After scoping the problem or question together we go into the wilderness (that is actually the reality). We observe people, talk to them, ask them to share their thoughts and feelings about anything related to the topic. Other methods (such as desk research or quantitative surveys) can be used as additional elements.
Finally, we synthesize our learnings, allowing you to recognize patterns in how people view your service.We highlight related, often surprising issues that your customers care about. Whether it’s a user journey, personas or other model, the most important thing is that it keeps you in reality and is useful for future planning.