Customer Pain PointsPerceived problems with products, services and customer experiences that can be used to improve quality or introduce new products with a valuable position in a crowded market.
Slow response times
Not meeting commitments
Unfair prices and hidden fees
Limited selection and choice
Lack of customization options
Lack of functions and features
Business Pain PointsPain points within a business that can be used to improve systems, processes, culture and tools.
A pain point need not be a real problem, as long as it a problem in the eyes of customers or stakeholders. They are typically elicited by asking a straightforward question such as "how could this be better?" Pain points are often valuable as ideas for improving governments, cities, organizations, services, products and advertising. The following are a few examples of pain points.
Systems and processes don’t align
Lack of cooperation between teams
Low management competence
Low performing employees
Low performing teams
Low partner performance
Poor usability of systems
Inconsistent strategy and direction
Lack of innovation
Stuck in reactive mode trying to copy the competition
Data quality issues
Lack of authority to do job
CitiesA city asks citizens how a city could be better and discover a common concern that air quality is poor. The city steps up smog checks on trucks as they are aware of low compliance to smog regulations amongst transportation companies in the area.
GovernmentsA tax agency asks taxpayers how to improve their services and they receive a large number of pain points. Based on the feedback they find ways to streamline rules, eliminate forms and make instructions clear using plain language.
MarketingA technology company develops a new product based on the previous product but with all major pain points addressed. They specifically avoid new features that may trigger new pain points. Sales of the new version skyrocket as reviews are exceptionally positive.
Business ModelA banker notices that handling compliance reporting is a large pain point at most financial institutions. She founds a consultancy that takes the grunt work of compliance reporting and finds no lack of business.
Information TechnologyA business analyst is tasked with performing a gap analysis on a sales system and process. They make their job easy by starting with interviews of sales people, sales operation staff and managers to identify pain points.
|Overview: Pain Points|
Anything that customers or stakeholders view as a problem in a given context.
Solving pain points tends to add value and is a solid technique for developing products and improvements.