It really depends on the target audience. How do they expect to communicate? Are most clients on WhatsApp, Instagram, or some other medium? Are they willing to fill out a form or book a call through Calendly? Has the client provided an empathy map or some information about the customers, or are they expecting you to do that?
I'll give you an example from a real-life experience. I live in Japan and frequently see a private tailor who is an expert in the specific style of suit I wear. After making several suits, I told him I thought I was getting too muscular and he might want to alter my pattern. He looked me over, hemmed, and hawed a bit. Then he told me maybe I was putting too much stuff in my pockets.
When my suit arrived, the jacket felt the same. However, to my surprise, there was a new addition, a ticket pocket above the side pockets.
WTH, I thought. I don't want a ticket pocket.
Why would he add this? After wearing it out, I realized he was right. He was the expert in tailoring and designing according to the problem that needed to be solved. I thought I needed the jacket to be bigger. He knew I needed an extra pocket and that making the jacket bigger would harm the silhouette.
So the strategy question is, what problem is being solved here through all these channels? What unintended consequences might result, and how can those be addressed up front.
