Professional Documents
Culture Documents
Customer Expectations
Customer expectations increase over time, it is very
important to stay in touch with customers and to
understand their preferences. The more customer expects,
the harder it is to keep delighting the customer.
Example, automobile: cup holder, antilock brake system,
CD player, airbags, GPS, .
Customer Population
The customer is a statistical concept.
The design team should define the customer population
using the product.
Example, Bicycle; racing bike, mountain bike,
recreational bike
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Direct Needs
The Process
Collecting raw data from customers
Interpreting the raw data
Grouping the needs into primary, secondary,
needs
Establishing the relative importance of the
needs
Documenting the results for the entire design
team
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