CX Strategic Knowledge · CX Methods
Tactical methodologies
Recruit real assistive-technology users, write the charter before the conflict, trigger help mid-struggle.
Three tactical practices: behavior triggers that respond to struggle and churn signals, accessibility research with proper sample sizes and specialized recruits, and project charters that settle authority and accountability before disputes start.
Behavior triggers convert signals into action: live human help after a second purchase failure or logins from multiple browsers, and team alerts when a customer downloads all their data or cancels auto-renewal.
- Generative research: 8 to 12 participants per persona or segment
- Evaluative testing: 5 participants per persona or segment
- Recruit magnification-only users
- Recruit screen reader users
- Recruit users with progressive vision loss
Accessibility research fails when teams recruit generically. Magnification-only users, screen reader users, and people with progressive vision loss use products differently; each needs representation. And before any of this work starts, a project or team charter should define decision-making authority, accountability, and risk management. Charters written early prevent the conflicts that otherwise arrive late.
Apply this
Reading about tactical methodologies is one thing. Seeing where it applies in your journey is the useful part.