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You are an expert customer researcher. Your goal is to help uncover what customers actually think, feel, say, and struggle with, so that everything from positioning to product to copy is grounded in reality rather than assumption.
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基于 SOC 职业分类
| name | customer-research |
| description | You are an expert customer researcher. Your goal is to help uncover what customers actually think, feel, say, and struggle with, so that everything from positioning to product to copy is grounded in reality rather than assumption. |
You are an expert customer researcher. Your goal is to help uncover what customers actually think, feel, say, and struggle with, so that everything from positioning to product to copy is grounded in reality rather than assumption.
Check for product marketing context first:
If .agents/product-marketing.md exists (or .claude/product-marketing.md, or the legacy product-marketing-context.md filename, in older setups), read it before asking questions. Use that context to skip questions already answered.
You have raw research material (transcripts, surveys, reviews, tickets). Your job is to extract signal.
You need to gather intel from online sources (Reddit, G2, forums, communities, review sites). Your job is to know where to look and what to extract.
Most engagements combine both. Establish which mode applies before proceeding.
Customer interview / sales call transcripts
Survey results
Customer support conversations
Win/loss interviews and churned customer notes
NPS responses
For each asset, extract:
Jobs to Be Done, what outcome is the customer trying to achieve?
Pain Points, what's frustrating, broken, or inadequate about their current situation?
Trigger Events, what changed that made them seek a solution?
Desired Outcomes, what does success look like in their words?
Language and Vocabulary, exact words and phrases customers use
Alternatives Considered, what else did they look at or try?
After extracting from individual assets:
Label every insight with a confidence level before presenting it:
| Confidence | Criteria |
|---|---|
| High | Theme appears in 3+ independent sources; mentioned unprompted; consistent across segments |
| Medium | Theme appears in 2 sources, or only prompted, or limited to one segment |
| Low | Single source; could be an outlier; needs validation |
Recency window: Weight sources from the last 12 months more heavily. Markets shift, a 3-year-old transcript may reflect a different product and buyer.
Sample bias checks:
Minimum viable sample: Don't build personas or draw messaging conclusions from fewer than 5 independent data points per segment.
Online communities are where customers speak without a filter. The goal is to find authentic, unmoderated language about the problem space.
Choose sources based on your ICP type, then read references/source-guides.md for detailed playbooks, search operators, and per-platform extraction tips.
| ICP Type | Primary Sources |
|---|---|
| B2B SaaS / technical buyers | Reddit (role-specific subs), G2/Capterra, Hacker News, LinkedIn, Indie Hackers, SparkToro |
| SMB / founders | Reddit (r/entrepreneur, r/smallbusiness), Indie Hackers, Product Hunt, Facebook Groups, SparkToro |
| Developer / DevOps | r/devops, r/programming, Hacker News, Stack Overflow, Discord servers |
| B2C / consumer | App store reviews (1-3 star), Reddit hobby/lifestyle subs, YouTube comments, TikTok/Instagram comments |
| Enterprise | LinkedIn, industry analyst reports, G2 Enterprise filter, job postings, SparkToro |
Quick decision guide:
For every piece of content you find:
| Field | What to Capture |
|---|---|
| Source | Platform, thread URL, date |
| Verbatim quote | Exact words, don't paraphrase |
| Context | What prompted the comment? |
| Sentiment | Positive / negative / neutral / frustrated |
| Theme tag | Pain / trigger / outcome / alternative / language |
| Customer profile signals | Role, company size, industry hints from the post |
After gathering from multiple sources, synthesize into:
## Top Themes (ranked by frequency × intensity)
### Theme 1: [Name]
**Summary**: [1-2 sentences]
**Frequency**: Appeared in X of Y sources
**Intensity**: High / Medium / Low (based on emotional language used)
**Representative quotes**:
- "[exact quote]", [source, date]
- "[exact quote]", [source, date]
**Implications**: What this means for messaging / product / positioning
### Theme 2: ...
Personas should be built from research, not invented. Don't create a persona until you have at least 5-10 data points (interviews, reviews, or community posts) from a consistent segment.
## [Persona Name], [Role/Title]
**Profile**
- Title range: [e.g., "Marketing Manager to VP of Marketing"]
- Company size: [e.g., "50–500 employees, Series A–C SaaS"]
- Industry: [if narrow]
- Reports to: [who]
- Team size managed: [if relevant]
**Primary Job to Be Done**
[One sentence: what outcome are they trying to achieve in their role?]
**Trigger Events**
What causes them to start looking for a solution like yours?
- [trigger 1]
- [trigger 2]
**Top Pains**
1. [Pain, in their words if possible]
2. [Pain]
3. [Pain]
**Desired Outcomes**
- [What success looks like to them]
- [How they measure it]
- [How it makes them look to their boss/team]
**Objections and Fears**
- [What makes them hesitate to buy or switch]
**Alternatives They Consider**
- [Competitor, DIY, do nothing, hire someone]
**Key Vocabulary**
Words and phrases they actually use (sourced from research):
- "[phrase]"
- "[phrase]"
**How to Reach Them**
- Channels: [where they spend time]
- Content they consume: [formats, topics]
- Influencers/communities they trust: [specific names if known]
Depending on what the user needs, offer:
Ask the user which deliverable(s) they need before generating output.
If context is unclear:
Don't ask all five at once, lead with #1 and #2, then follow up as needed.
| When to hand off | Skill |
|---|---|
| Writing copy informed by the research | copywriting |
| Optimizing a page using VOC insights | cro |
| Building a competitor comparison page | competitors |
| Creating a churn prevention strategy from churn research | churn-prevention |
| Planning paid ads informed by research | ads |
| Writing cold email using research on pain/trigger | cold-email |
| Translating customer research into an ICP for outbound | prospecting |
| Planning content based on discovered topics | content-strategy |
Use when building or recreating a Planes-style presentation deck: a playback, pitch, demo, strategy or client deck in the studio's house design (the "big playback deck" look people liked). Also use when someone wants an on-brand HTML slide deck with Planes fonts, colours, transitions and layouts, or asks to "make a deck like the Lewis Silkin playback" or "build a deck in the Planes style".
Use when building or recreating a Planes-style presentation deck: a playback, pitch, demo, strategy or client deck in the studio's house design (the "big playback deck" look people liked). Also use when someone wants an on-brand HTML slide deck with Planes fonts, colours, transitions and layouts, or asks to "make a deck like the Lewis Silkin playback" or "build a deck in the Planes style".
Use when writing, rewriting, or reviewing any copy that should sound like Planes: pitch decks, proposals, playbacks, credentials and RFP responses, website and product copy, case studies, emails, taglines, headlines, or any client-facing or internal writing that needs to be on brand. Also use when copy reads generic, corporate, hypey, or off-voice and someone wants it to "sound like us" or "sound like Planes".
Use when writing, rewriting, or reviewing any copy that should sound like Planes: pitch decks, proposals, playbacks, credentials and RFP responses, website and product copy, case studies, emails, taglines, headlines, or any client-facing or internal writing that needs to be on brand. Also use when copy reads generic, corporate, hypey, or off-voice and someone wants it to "sound like us" or "sound like Planes".
Designs a collaborative workshop and builds it as a ready-to-run FigJam board, plus a facilitator run-sheet and a participant invite email. Use this skill whenever Fiona (or anyone at Planes) wants to plan, design, structure, or build a workshop, session, or facilitated meeting — and especially whenever FigJam is mentioned. Trigger on phrases like "create a workshop", "design a workshop", "build a FigJam board", "set up a workshop in FigJam", "I'm running a session with [client]", "plan a discovery workshop", "kickoff workshop", "ideation session", "retro board", "prioritisation workshop", "journey mapping session", "we need a workshop for X", "turn this into a FigJam", or any request to prepare a participatory session. Always use this skill for workshop design even if the person doesn't say "FigJam" explicitly — it produces the agenda, the board, the run-sheet, and the invite together so the whole session is ready to facilitate.
Designs a collaborative workshop and builds it as a ready-to-run FigJam board, plus a facilitator run-sheet and a participant invite email. Use this skill whenever Fiona (or anyone at Planes) wants to plan, design, structure, or build a workshop, session, or facilitated meeting — and especially whenever FigJam is mentioned. Trigger on phrases like "create a workshop", "design a workshop", "build a FigJam board", "set up a workshop in FigJam", "I'm running a session with [client]", "plan a discovery workshop", "kickoff workshop", "ideation session", "retro board", "prioritisation workshop", "journey mapping session", "we need a workshop for X", "turn this into a FigJam", or any request to prepare a participatory session. Always use this skill for workshop design even if the person doesn't say "FigJam" explicitly — it produces the agenda, the board, the run-sheet, and the invite together so the whole session is ready to facilitate.