Action
Talk to people who genuinely resemble your customer.
Focus on what they experience and what they already do about it.
Evidence
Capture what happens in the real world.
- The problems they actually experience
- What they currently do
- What they have tried
- What they do, not what they might do
Reflection
What changed your original assumption?
Notice where reality differs from the story you started with.
Decision
Choose what deserves testing next.
Use the evidence to move, adapt or stop.