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Understanding Customers and Users Flashcards

7 cards from real CSPO practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Understanding Customers and Users flashcards as text

  1. A Product Owner receives a feature request from a key customer. What should the Product Owner do before adding it to the Product Backlog?

    Answer: Explore the underlying problem the customer is trying to solve

    Understanding the problem behind a request allows the Product Owner to find potentially better solutions than the one the customer suggested.

  2. What does 'Jobs to Be Done' theory help a Product Owner understand?

    Answer: The functional, social, and emotional jobs customers hire a product to accomplish

    Jobs to Be Done focuses on the progress customers are trying to make in their lives, helping teams build solutions that address real motivations.

  3. How can a Product Owner use Net Promoter Score (NPS) data effectively?

    Answer: As a signal of customer loyalty to guide deeper qualitative follow-up

    NPS indicates overall customer sentiment but must be supplemented with qualitative research to understand the drivers behind the score.

  4. Which scenario best demonstrates the difference between a user and a customer in a B2B product?

    Answer: The IT manager purchases the software (customer) while employees use it daily (users)

    In B2B contexts, the buyer (customer) often has different priorities than the end users, requiring the PO to understand both perspectives.

  5. A Product Owner wants to understand pain points in a user's current workflow before building a new feature. Which method is most appropriate?

    Answer: Conducting contextual inquiry sessions with actual users

    Contextual inquiry involves observing and interviewing users in their own environment to surface real workflow problems.

  6. What risk does a Product Owner take when building features based solely on the loudest customer voices?

    Answer: The product may not serve the needs of the broader, silent majority of users

    Vocal customers often have atypical needs; overbuilding for them can result in a product that misses the needs of the majority.

  7. When building user personas, which type of data provides the strongest foundation?

    Answer: Patterns discovered through actual user research and interviews

    Research-based personas grounded in real user data are more accurate and actionable than personas built on assumptions.