HBS Working Knowledge: Take Your Cues from Customers
HBS Working Knowledge: Take Your Cues from Customers
"Think of the product as an artifact around which consumers have experiences. Or as an evolving interface between two equal problem solvers, the consumer and the firm. Product design must incorporate the problem-solving skills and behaviors of both sides to facilitate the co-construction of an individualized experience. It opens up or forecloses future capabilities, and introduces or eliminates constraints on both the consumer and the firm. Therefore, engaging the product development team in exploring how consumer experiences evolve can profoundly affect product and service design."
Permalink | Thursday, February 19, 2004
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