Case Study Template - CGAP - case study template pdf

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Tool 8
Case Study Template
A case study describes a product, service, or or story highlighted), most do include the six
solution put into place to address a particular main elements detailed below. In addition to PRO TIP - Highlight the "aha!" moment. To generate excitement and increase
customer experience issue. Case studies are showcasing your project, a good case study engagement around your work, showcase the unexpected - such as interesting
a great way to showcase and present results helps make the case for customer experience insights about customer behaviors or the time a hypothesis was proven wrong
to key stakeholders within your organization. by illuminating the voice of customers you during testing.
While case studies do not have required interacted with along the way.
elements (they vary depending on the case
SUGGESTED TIME
STEPS
12 3 4
PROBLEM STATEMENT SOLUTION PROCESS PROTOTYPE GALLERY RESULTS + NEXT STEPS
2-4 hours
Identify the problem you What process did you follow Showcase any prototypes you What was the impact of your
addressed. Explain how it to generate, develop, and test developed and tested with solution in terms of customer
was identified and why it's your solution ideas? If you customers. What tools and experience or other metrics?
ROLES an important issue. encountered any unexpected resources did you use? How How did you define and measure
2-4 collaborators roadblocks along the way, how did these prototypes help evolve success? What next steps have you
did you overcome them? your work? identified to build upon your work?
MATERIALS NEEDED How can your organization benefit
template, pages 58-65 from continued exploration of the
pens customer experience solution?
paper
sticky notes
12
Tool 8
Case Study Template (1/4: problem statement)
PROBLEM STATEMENT What's the customer need or problem your solution sought to address? INITIAL RESEARCH OVERVIEW
Who was involved: partners, customers, other stakeholders? What were the key relationships? Include a summary of your initial research strategy. Where did you go and who did you speak with?
How did you adapt your process as you uncovered new information about the situation? What were
the key customer insights that helped you identify the need or problem to address?
REGIONAL CONTEXT From your research, what were key regional factors - regulatory, cultural,
political, other - that contributed to or related to the problem? How did this context ultimately impact
the way you approached your solution?
# Interviewees Interviewee breakdown Locations visited Time spent in the field
34
Tool 8
Case Study Template (2/4: solution process)
PREPARING 1. LEARNING 2. CREATING 5. SCALING
LEARNING CREATING
PREPARING SCALING
Multiple rounds
of iteration
MEASURING TESTING
4. MEASURING 3. TESTING
56


How do you format a case study?With these points in mind, let’s begin the process of writing the case study:Title page: Title: The title page will contain the full title of the article. ...Abstract: Abstracts generally follow one of two styles, narrative or structured. ...Introduction: At the beginning of these guidelines we suggested that we need to have a clear idea of what is particularly interesting about the case we want to describe. ...More items...

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