Identifying Customer Needs

Hilma Raimona Zadry, Ph.D

Prima Fithri, MT
Semester 1 - 2015/2016

Source:
Karl T. Ulrich and Steven D. Eppinger
5th Edition, Irwin McGraw-Hill, 2012.
 Product Design and Development
Karl T. Ulrich and Steven D. Eppinger
5th edition, Irwin McGraw-Hill, 2012.

Chapter Table of Contents:

1. Introduction
2. Development Processes and Organizations
3. Opportunity Identification
4. Product Planning
5. Identifying Customer Needs
6. Product Specifications
7. Concept Generation
8. Concept Selection
9. Concept Testing
10. Product Architecture
11. Industrial Design
12. Design for Environment
13. Design for Manufacturing
14. Prototyping
15. Robust Design
16. Patents and Intellectual Property
17. Product Development Economics
18. Managing Projects
 Product Development Process

Concept System-Level Detail Testing and Production

Planning Development Design Design Refinement Ramp-Up
 Concept Development Process
Mission Development
Statement Identify Establish Generate Select Test Set Plan Plan
Customer Target Product Product Product Final Downstream
Needs Specifications Concepts Concept(s) Concept(s) Specifications Development

Perform Economic Analysis

Benchmark Competitive Products

Build and Test Models and Prototypes

 Outline
• Nature of needs
• Need identification process
• An exercise

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 Nature of needs
• Needs in the “use” environment
• Products have to serve a real need and
affordable to the customer
• Focus on user’s needs, instead of
“wants”

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Customer Needs Process
• Define the Scope
– Mission Statement
• Gather Raw Data
– Interviews
– Focus Groups
– Observation
• Interpret Raw Data
– Need Statements
• Organize the Needs
– Hierarchy
• Establish Importance
– Surveys
– Quantified Needs
• Reflect on the Process
– Continuous Improvement
 1: Define the scope of the
effort
• Use the project’s mission statement
– Brief (one sentence) description of the product
– Key business goals
– Target market(s) for the product
– Secondary market
– Assumptions that constrain the development effort
(boundary, scope, limit)
– Stakeholders (end users, retailers, sales, service
centers, production, legal, etc.)

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 Mission Statement
Example: Screwdriver Project
Product Description
•A hand-held, power-assisted device for installing threaded fasteners
Key Business Goals
•Product introduced in 4th Q of 2000
•50% gross margin
•10% share of cordless screwdriver market by 2004
Primary Market
•Do-it-yourself consumer
Secondary Markets
•Casual consumer
•Light-duty professional
Assumptions
•Hand-held
•Power assisted
•Nickel-metal-hydride rechargeable battery technology
Stakeholders
•User
•Retailer
•Sales force
•Service center
•Production
•Legal department
 2-1: Gather raw data from
customers (methods)
• Methods
– One-on-one interviews
– Focus groups (selected customers in a discussion
with a moderator
• Better than one-on-one as shown in Fig 4.4 on page 57
– Observing the product in use
– Survey
• Customer selection matrix
– Applications (industrial, household, personal) vs.
customer types (user, lead user, retailer, service
center, etc.)
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 How Many Customers?
Percent of Needs Identified 100

80

60
One-on-One Interviews (1 hour)

Focus Groups (2 hours)

40

20

0
0 1 2 3 4 5 6 7 8 9 10
Number of Respondents or Groups

From: Griffin, Abbie and John R. Hauser. “The Voice of the Customer”,
Marketing Science. vol. 12, no. 1, Winter 1993.
 2-2: Art of eliciting need data
from customer
• Go with the flow
• Use existing and competitor’s products, or other
stimuli
• Suppress pre-conceived hypotheses about the
product technology
• Have the customer demonstrate the product and/or
typical tasks related to the product
• Be alert for surprises and the expression of latent
(non-articulated) needs
• Watch for nonverbal information (comfort, image, or
style)
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Customer Needs Example:
Cordless Screwdrivers
Visual Information Example: Book Bag Design
2-3: Documenting interactions
with customer
• Customer statements, accompanied
with the documentation methods
– Audio recording
– Notes
– Video recording
– Still photography

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 3: Interpret raw data in terms
of customer needs
• Guidelines
– Express the need in terms of what the product has
to do, not in terms of how it might do it.
– Express the need as specifically as the raw data
– Use positive, not negative, phrasing.
– Express the need as an attribute of the product
– Avoid the words must and should.

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 Five Guidelines for Writing Needs Statements
Guideline Customer Statement Need Statement-Wrong Need Statement-Right
“Why don’t you put The screwdriver battery The screwdriver battery
What Not
protective shields around contacts are covered by is protected from
How the battery contacts?” a plastic sliding door. accidental shorting.

“I drop my screwdriver all The screwdriver is The screwdriver

Specificity
the time.” rugged. operates normally after
repeated dropping.

Positive “It doesn’t matter if it’s The screwdriver is not The screwdriver
Not raining, I still need to disabled by the rain. operates normally in
Negative work outside on the rain.
Saturdays.”

Attribute “I’d like to charge my An automobile cigarette The screwdriver battery

of the battery from my cigarette lighter adapter can can be charged from an
Product lighter.” charge the screwdriver automobile cigarette
battery. lighter.

Avoid “I hate it when I don’t The screwdriver should The screwdriver

“Must” know how much juice is provide an indication of provides an indication
and left in the batteries of my the energy level of the of the energy level of
cordless tools.” battery. the battery.
“Should
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 4: Organize the needs into a
hierarchy
• Print each need statement on a separate card
or a self stick note
• Eliminate redundant statement
• Group the cards according to the similarity of
the needs they express
• Choose a label for each group
• Consider creating super-groups consisting of
two to five groups.
• Review and edit the organized need
statements
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 Organized List of Customer Needs
The SD provides plenty of power to drive screws.
* The SD maintains power for several hours of heavy use.
** The SD can driv e screws into hardwood.
The SD driv es sheet metal screws into metal ductwork.
*** The SD driv es screws faster than by hand.
The SD makes it easy to start a screw.
* The SD retains the screw before it is driv en.
!* The SD can be used to create a pilot hole.
The SD works with a variety of screws.
** The SD can turn philips, torx, socket, and hex head screws.
** The SD can turn many sizes of screws.
The SD can access most screws.
The SD can be maneuvered in tight areas.
** The SD can access screws at the end of deep, narrow holes.
The SD turns screws that are in poor condition.
The SD can be used to remove grease and dirt from screws.
The SD allows the user to work with painted screws.
The SD feels good in the user's hand.
*** The SD is comfortable when the user pushes on it.
*** The SD is comfortable when the user resists twisting.
* The SD is balanced in the user's hand.
! The SD is equally easy to use in right or left hands.
The SD weight is just right.
The SD is warm to touch in cold weather.
The SD remains comfortable when left in the sun.
The SD is easy to control while turning screws.
*** The user can easil y push on the SD.
*** The user can easil y resist the SD twisting.
The SD can be locked "on."
!** The SD speed can be controlled by the user whil e turning a screw.
* The SD remains aligned with the screw head without slipping.
** The user can easil y see where the screw is.
* The SD does not strip screw heads.
* The SD is easily re ve rsible.
The SD is easy to set-up and use.
* The S D is easy to turn on.
* The S D prevents inadvertent switching o ff.
* The u ser can set the maximum torque of the SD.
!* The S D provides ready access to bits or accessories.
* The S D can be attached to the user for temporary storage.
The SD power is convenient.
* The S D is easy to recharge.
The S D can be used while recharging.
*** The S D recharges quickly.
The S D batteries are rea dy to use when new.
!** The u ser can apply torque manually to the SD to drive a screw .
The SD lasts a long time.
** The S D tip survives hea vy use.
The S D can be hammered.
* The S D can be dropped from a ladder without damage.
The SD is easy to store.
* The S D fits in a toolbox easily.
** The S D can be charged while in storage.
The S D resists corrosion when left outside or in damp places.
!* The S D maintains its charge after long periods of storage.
The S D maintains its charge w hen wet.
The SD prevents damage to the work.
* The S D prevents damage t o the screw hea d.
The S D prevents scrat ching of finished surfaces.
The SD has a pleasant sound when in use.
The SD looks like a professional quality tool.
The SD is safe.
The S D can be used on electrical dev ices.
*** The S D does not cut the u ser's hands.
 A Survey Design for Ranking
Customer Needs

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 5: Establish the relative
importance of the needs
• Use the customers (to rank importance
as well as criticality)
• See a survey in Fig 4.9 on page 67

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 6: Review the Result and
Reflect on the Process
• Whether the product is focused on needs of
customers
• Whether all critical needs are addressed
• Whether we sent out “thank you” notes to
customers.
• Whether there are rooms to improve the
process for future efforts.
• Whether the entire team understands the
needs

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 Caveats
• Capture “What, Not How”.
• Meet customers in the use environment.
• Collect visual, verbal, and textual data.
• Props will stimulate customer responses.
• Interviews are more efficient than focus groups.
• Interview all stakeholders and lead users.
• Develop an organized list of need statements.
• Look for latent needs.
• Survey to quantify tradeoffs.
• Make a video to communicate results.
Class Example: Identify customer needs
through discussion of a selected group
• Method: discussion of a group of lead customers
• Product: powered screwdriver (& book bag)
• Rules:
– No one criticizes anyone.
– Willing to compromise and reach a consensus.
– Identify customer needs or wants. It does not matter
whether they are a "must" or "should.
– It is not yet a product specification. Therefore
qualitative statement is fine.
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 Class exercise: Identify customer needs
through discussion with a selected group
• Four-step procedure:
1. Individual writes down five need statements
(expectations) for the product (powered hand-held
screwdriver and then book bag)
2. Consolidate the need statements.
3. Classify need statements into groups and super-
groups in a hierarchical fashion.
4. Rank each need in terms of its relative importance
and criticality (e.g., Each one picks 5 needs and add
them up
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 Customer Needs
Example:Cordless Screwdrivers

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 1: Write down need
statements
• Group the lead users into groups of 4
• Each group come up with 5 need
statements

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 2: Consolidate the needs
• Detachable tips
• Sufficient accessory tips
• Adjustable speed
• Adjustable torque
• Minimum vibration
• Light weight
• Easy to use
• Easy to carry
• Cordless
• Long-lasting rechargeable battery
• Weather proof
• Reversible
• Heavy duty casing
• Reasonable price
• Quick to re-charge
• Re-chargeable from car cigarette lighters
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 3: Classify/group the needs

• Price
• Weight
• Function
• Operations
• Power source
• Maintenance

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 4: Rank Customer Needs

• Each user picks five needs

– by their importance
• Each user picks five needs
– by their criticality.

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 Class Exercise: Book Bag Design

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