PROBLEM: I understand the problem, but I don't fully understand what it's like to experience it.
To find a profitable problem to solve, you must understand what it is like to experience the problem
STEP 3: DEVELOPING EMPATHY
Absolutely. I would rewrite Step 2 so it explicitly picks up the Most Promising Solution from Step 1 and tests it against the validated problem. It should also remain distinct from Step 10, where you validate whether the complete offer will actually be bought.
Step 2 — Test Problem–Solution Fit
The Problem We’re Solving
“I’ve chosen a promising solution, but I don’t know if it actually fits the problem my customer cares about.”
In Step 1, you explored three possible solutions and selected the Most Promising Solution.
But promising doesn’t mean proven.
Your solution may sound logical to you because it draws on your expertise. But the real question is whether it meaningfully addresses the customer’s problem.
A solution can be:
technically good but irrelevant
useful but not important enough
capable of solving only part of the problem
based on an assumption about what customers need
So before you turn the solution into a complete offer, you need to examine the fit between:
The Customer’s Problem → Your Proposed Solution
The question is not:
“Is my solution a good idea?”
It’s:
“Does this solution meaningfully address the problem this customer needs to solve?”
The EVUNN Mindset Shift
From “My Solution Makes Sense” → “My Solution Fits Their Problem”
Experts naturally evaluate ideas from their own perspective:
“This is what I know how to do.”
“This should help them.”
“I’ve used this approach before.”
But your expertise doesn’t prove that the solution fits the customer’s situation.
Instead, ask:
What part of the customer’s problem does this solution address?
Which pain does it relieve?
Which desired gain does it support?
What important part of the problem does it leave unresolved?
You’re not trying to prove your idea is right.
You’re trying to discover how well it fits.
Book — Value Proposition Design
Value Proposition Design
Authors: Alexander Osterwalder, Yves Pigneur, Gregory Bernarda & Alan Smith
In Step 1, you used this book to explore possible solutions.
Now you use the concept of Fit to examine whether your Most Promising Solution actually connects to what the customer needs.
The Value Proposition Canvas connects:
Customer Profile
Jobs
What the customer is trying to accomplish.
Pains
What makes that difficult, frustrating or risky.
Gains
What they want to achieve or experience.
with:
Value Map
Products & Services
What you’re proposing to provide.
Pain Relievers
How your solution addresses their pains.
Gain Creators
How your solution helps create their desired gains.
The objective is to find a meaningful connection between the two.
Which Parts Of The Book Should You Read?
You don’t need to read the entire book again.
1.1 Customer Profile — Review
Go back to:
Jobs
Pains
Gains
Much of this should already exist from Phase 1.
Your task is to make sure you’re still solving the right problem for the right customer.
1.2 Value Map — Essential
Review:
Products & Services
Pain Relievers
Gain Creators
Use this to examine exactly how your Most Promising Solution is supposed to create value.
1.3 Fit — Essential
This is the most important section for Step 2.
Focus on whether your Value Map actually addresses the Customer Profile.
3.1 What To Test — Recommended
Use this section to identify the assumptions behind your proposed solution.
Ask:
“What must be true for this solution to actually work for the customer?”
3.2 Testing Step-by-Step — Recommended
Use this as a reference for thinking about how those assumptions could eventually be tested.
3.3 Experiment Library — Skim
You don’t need to study every experiment.
Use it only when you need an idea for testing a specific assumption.
3.4 Bringing It All Together — Recommended
Useful for connecting your customer profile, value map and testing process.
What You Can Skip For Now
You can skip:
2.5 Finding The Right Business Model
Business model development isn’t the focus of this step.
2.6 Designing In Established Organizations
Not central to the expertise-based businesses EVUNN is helping build.
4. Evolve
This is more relevant after you’ve developed and tested the business.
Your EVUNN Action
Test Your Most Promising Solution
Take the Most Promising Solution you selected in Step 1.
Now place it against the validated customer problem from Phase 1.
1. What customer problem does it address?
Be specific.
2. Which customer job does it help them accomplish?
What are they actually trying to get done?
3. Which pain does it relieve?
What difficulty, frustration, risk or obstacle does it reduce?
4. Which desired gain does it support?
What does the customer want to achieve?
5. How exactly does your solution help?
Describe the mechanism—not just the feature.
6. What does your solution NOT solve?
Identify the gaps.
Don’t force a fit.
7. What assumptions are you making?
For example:
“Customers will use this.”
“This approach will produce the desired result.”
“Customers have the resources to implement it.”
“This solves an important enough part of the problem.”
8. What evidence do you already have?
Separate:
What you know
from
What you believe.
Your Problem–Solution Fit Decision
Now make a decision about your Most Promising Solution.
Strong Fit
The solution directly addresses an important customer problem and the connection makes sense.
→ Continue to Step 3
Partial Fit
The solution addresses part of the problem, but important gaps remain.
→ Refine the solution and reassess
Weak Fit
The solution doesn’t adequately address the customer’s problem.
→ Return to Step 1 and explore another solution
Remember:
Returning to Step 1 isn’t failure.
It’s better to discover a weak solution now than after you’ve spent weeks building an offer around it.
Your Step 2 Deliverable
By the end of this step, you should have:
Your Most Promising Solution
The specific customer problem it addresses
The customer jobs, pains and gains it connects to
The specific pain relievers and gain creators
The gaps in the solution
Your key assumptions
The evidence you currently have
A Problem–Solution Fit Decision
Your Phase 2 Master Offer Blueprint should now contain:
Validated Problem
↓
Most Promising Solution
↓
Problem–Solution Fit
This becomes the foundation for Step 3.
🔓 EVUNN Execution Toolkit
Problem–Solution Fit Canvas
Ready to test whether your solution actually fits the problem?
The EVUNN Problem–Solution Fit Canvas helps you connect your customer’s problem, jobs, pains and desired gains to your proposed solution—and identify the gaps and assumptions you still need to investigate.
→ Unlock The Toolkit
One Payment. All Stage 1 Toolkits. Yours For Life.
No monthly subscription. No recurring fees. Just the tools you need to execute.
→ Unlock All Stage 1 Execution Toolkits
What Should I Learn Next?
You now have a solution that has been examined against the problem.
But solving a problem isn’t necessarily the customer’s ultimate goal.
The customer isn’t simply trying to “remove a problem.”
They’re trying to get somewhere better.
So the next question is:
“What meaningful result does this customer actually want to achieve?”
Step 3 — Define The Customer Outcome
The question we’re now trying to answer:
“What does success look like for the customer?”
That outcome will become the foundation for the transformation you eventually build into your offer.
To understand their experience, use Book 3. Title: Practical Empathy
Author: Indi Young
Time Investment: 5+ hours (Audiobook)
Listen to Audiobook with Audible free trial |Buy at the Bookshop
The Big Idea from Practical Empathy
Empathy helps you move beyond assumptions and develop a deeper understanding of how people experience problems, situations, what they do, and what matters to them.
For an expert, this is a critical shift. Your expertise tells you what you think the problem is. Empathy helps you understand the problem from their perspective.
What Does this Book Help you Achieve?
Practical Empathy helps you:
Listen without immediately interpreting
Understand people’s experiences more deeply
Separate what people actually say from your assumptions
Make sense of what you hear
Identify patterns across people’s experiences
Use those insights to improve what you create
The goal isn’t to become better at selling.
It’s to become better at understanding.
Should I Read it Now?
YES.
You’ve already explored:
Step 1: What problems might exist?
Step 2: Why might people want to solve them?
Now you need to understand: What is this experience actually like for the person living through it?
Which Chapters Matter Most for me Now?
Chapter 2: Empathy Brings Balance (Essential)
Understand what empathy actually means and why it matters when making decisions about customers.
Chapter 3: Put Empathy to Work (Essential)
Learn how empathy can become part of how you investigate and understand problems.
Chapter 4: A New Way to Listen (Essential)
This is one of the most important chapters for this stage.
Learn to listen to someone’s experience without immediately jumping to solutions, advice or conclusions.
Chapter 5: Make Sense of What You Heard (Essential)
Find out how to process and deepen your understanding of what people tell you.
Chapter 6: Apply Empathy to What You Create (Essential)
Understand how patterns in people’s experiences can influence what you eventually create.
Chapter 1: Business Is Out of Balance (Read this chapter for context only)
It explains why relying only on numbers and analytical thinking can leave important parts of the customer experience invisible.
Skip Chapters 7–9 for now
They focus more heavily on applying empathy within workplaces and organizations.
Listen to Audiobook with Audible free trial | Buy at the Bookshop
Your Step 3 Outcome
By the end of this step, you should have:
A deeper understanding of the experience behind each problem of the 3 problems generated in step 1
A clearer distinction between what you know and what you’re assuming
Initial insight into what people think, feel and do
A better understanding of their frustrations and desired outcomes
A list of questions you still need to investigate with real people
Notice what hasn’t happened yet:
You haven’t validated the problems yet. That’s intentional.
You’ve developed empathy, but empathy based on your own reflection is still not enough.
The next step takes you deeper.
Ready to Put Empathy into Practice?
Reading about empathy is not the same as practising it.
The EVUNN Customer Empathy Toolkit gives you a structured way to examine the problem from the customer’s perspective and separate evidence from assumptions.
One Payment. For All EVUNN Stage 1 toolkits.
What Should I Learn Next?
You now have a better understanding of the customer’s experience.
But there’s another question:
What are they actually trying to accomplish?
A customer may describe a problem, but the problem itself isn’t always the real objective.
They may be trying to make progress toward something bigger.
Step 4: Jobs-to-Be-Done
You’ll move from: Understanding their experience to understanding the progress they’re actually trying to make.
