On preprinted, poster-sized calendars or on a simple timeline drawn on a large sheet of paper, ask your customers to describe the daily, weekly, monthly, and yearly events that are related to their use of your product. Ask them to describe events in time frames appropriate for your productbeginnings and ends of days or weeks, recurring events such as birthdays, one-time events such as installing a new software system, special events that are unique to an industry or sector (like a conference), or days in which everything goes horribly wrong and they're looking for help. While they're doing this, be alert for how your product helps, or hinders, their day.
Figure 2.13. Playing Start Your Day
Time Frame of Action