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Empathic Design
Introduction What is Empathic Design The Whole Product Model The Kano Model Summary
Empathic Design
What is Empathic Design
Delighting customers is vital requirement for survival within todays unpredictable marketplace. Products must now appeal at the emotional level, surprising them by giving them things they never knew they needed.
Empathic Design
What is Empathic Design
Even the most talented product designer would be wise to use customers and users as a source of inspiration, however customers often find it hard to tell designers what will excite them about products in the future.
Empathic Design
What is Empathic Design
Empathic design encompasses a variety of techniques that are participatory, in-depth and qualitative in nature. The aim is to equip designers with uncaptured customer information that helps to stimulate innovation and differentiate their product and to delight customers.
Empathic Design
The Whole Product Model
It allows a more comprehensive conception of a product, one which incorporates elements beyond its technical capabilities. Why? - product differentiation deteriorates over time; and many customers rank intangibles as equally as important.
Empathic Design
Core
Expected
Augmented
Potential
Empathic Design
Core Elements: The absolute minimum elements a product must have. For instance a car must have an engine & wheels. Expected Elements: Those elements which the customers expect the product to have. For example a car is expected to have a radio and intermittent windscreen wipers.
Empathic Design
Augmented Elements: Which further differentiate the product, such as Volvos side impact air bags, or Nissans 6 year corrosion warranty. Potential Elements: Often intangible, but give added value the feeling of driving a Mercedes or above everyone else in a Land Rover Discovery.
Good examples..
Core elements
Expected Elements
Augmented elements
Potential elements
Empathic Design
As a market matures, expected and augmented elements become core elements. For example, intermittent windscreen wipers, originally for lorries, became an extra for the car market, and now seen as a Core element. Airbags, first an optional extra became standard and now everywhere. These elements often effect price..
Empathic Design
An Extremely Brief History!
The Kano Model: was formally introduced to the world in 1982 by Professor Noriaki Kano of Tokyo Rika University. The paper was called Attractive Quality and Must-Be Quality at the 12th Annual Meeting of the Japan Society of Quality Control.
Empathic Design
Delight Excitement
High
Basic
Performance Dissatisfaction
Empathic Design
The Kano Model
The Model shows that customer responses can be classified into 3 types: Basic Performance Excitement
Empathic Design
Basic: For example, when going for a meal, the customer expects there to be a place setting. If there isnt one the customer will be dissatisfied. If there is one, no credit will be given because there is supposed to be one!
Empathic Design
Performance: The customer expects their order to be taken promptly, accurately and the food delivered in reasonable time. The better the restaurant meets these needs, the more satisfied the customer is!
Empathic Design
Excitement: Excitement is generated because the customer received some feature that they did not expect. That is to say the restaurant providing free champagne on the house.
Empathic Design
Summary
Competitive products must flawlessly execute all three types. Meeting customer needs provides the foundation for removing dissatisfaction. Exceeding the customers performance expectations creates competitive advantage.
Quick Break..
Grab a drink, back in 10 mins please. Point of interest: Future phone design concepts from the 1970s !!!
Psychological influences
Market Segmentation
> Human needs and wants are an essential catalyst within the marketing concept. Maslow advocates that there varying levels of need: > Basic Physiological Needs (food, sleep, temperature) > Safety Needs (protection from danger) > The Need for Recognition (love, belonging) > Ego Needs (self esteem, respect from others) > Self-fulfilment (realisation of one's total being, creativity)
Self Actualisation Esteem Needs Belongingness and Love Needs Safety Needs Physiological needs
Consumer Behaviour
> Many consumer purchases are individual. When purchasing a Mars bar a person may make an impulse purchase upon seeing an array of confectionery at a newsagent's counter > However, decision-making can also be made by a group such as a household. In such a situation a number of individuals may interact to influence the purchase decision. Each person may assume a role in the decisionmaking process. Five roles are outlined below. Each may be taken by parents, children or other members of the buying centre
> This involves focusing on three distinct elements: (1) The buying roles within the decision making unit; (2) The type of buying behaviour; and (3) The decision process
Consumer Behaviour
Within the buying process there are five roles:
Consumer Behaviour
> Initiator: the person who begins the process of considering a purchase. Information may be gathered by this person to help the decision > Influencer: the person who attempts to persuade others in the group concerning the outcome of the decision. Influencers typically gather information and attempt to impose their choice criteria on the decision > Decider: the individual with the power and/or financial authority to make the ultimate choice regarding which product to buy
Consumer Behaviour
> Buyer: the person who conducts the transaction. The buyer calls the supplier, visits the store, makes the payment and effects delivery > User: the actual consumer/user of the product
Consumer Behaviour
> One person may assume multiple roles in the buying group. In a toy purchase, for example, a girl may be the initiator, and attempt to influence her parents, who are the deciders. The girl may be influenced by her sister to buy a different brand. The buyer may be one of the parent who visits the store to purchase the toy and brings it back to the home. Finally, both children may be users of the toy > Although the purchase was for one person, in this example marketers have four opportunities-two children and two parents-to affect the outcome of the purchase decision.
> The influencing factors include: the products attributes (price, performance, quality and styling); their relative importance to the consumer; the consumer's perception of each brand's image; and the consumer's utility function for each of the attributes
Design decisions
> By understanding the issues related to consumer analysis it is then possible to begin to modify the product offering by: (1) changing the physical product (adding feature/repositioning) (2) changing beliefs about the product (psychological repositioning) (3) changing beliefs about competitors products (competitive depositioning)
Design decisions
(4) changing the relative importance of particular attributes - as a product moves through the product life cycle
(5) emphasising particular product features previously ignored (6) change buyers' expectations
> It has been suggested that the length of the cycle is governed by: (1) the rate of technical change (2) the rate of market acceptance (3) the ease of competitive entry
1: Introduction
2: Growth
3: Maturity
4: Decline
Market Characteristics Sales Costs per customer Profits Customer type Competitors
Low High Negative Innovators Few Increasing rapidly Average Increasing Early adopters Increasing, some emulators Attempting to achieve trial. Undifferentiated products, services. Emphasis on fighting for share Peaking Low High Middle and late majority High but beginning to decline Price cutting to achieve volume. Fighting for market share but experiencing difficulties. Emphasis on efficiency and low cost. Shake-out of weakest players Declining Low Declining/negative Laggards Decline with rapid shakeout Exit of some competitors
Price
Distribution Advertising
Penetration strategy
Intensive. Limited trade discounts Moderate to build awareness and interest in mass market. Greater word of mouth Reduce to a moderate level Long range Product division
Reduce
Selective. Phase out weal outlets Reduce to a level that maintains hard core loyalty. Emphasise low prices to reduce stock Reduce Short
> When a new product is introduced, not everyone adopts it at the same moment. The rate of adoption within the market place has been identified as following a recognisable model > A method of adopter categorisation is thus:
Early Majority
Late Majority
Early Adopters
Innovators
Laggards
> Innovators: young educated consumers, profitable risk taking organisations, sometimes category specific > Early Adopters: more mainstream, opinion leaders, need wooing > Early Majority: risk adverse, need reassurance, social pressures > Late Majority: have greater product choice, product possibly mature by now > Laggards (late adopters): possibly older, less well off
Problem/desire.
Searches from information. Evaluation. Decision.
Brand recognition
Dealer influence, knowledge. Quantity. Purchase timing.
Buyer thinking..
Competitor Mapping
Product Mapping
Competitor Mapping
Competitor Mapping
Competitor Mapping