Identifying customer needs - Disabled persons as lead users

Pia Hannukainen*, Katja Hölttä-Otto

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientificpeer-review

48 Citations (Scopus)

Abstract

In product development it is essential to understand what users need. But as current users are functionally fixed, they are not able to provide information that would help develop breakthrough products. Lead users - users that currently experience needs still unknown to the public - are better able to identify and communicate their needs, but identifying lead users is difficult. We show through a case study on mobile phones that extraordinary users, disabled persons in this example, can be seen as lead users. We show how these extraordinary users do experience similar needs as the ordinary users and, in addition, the extraordinary users experience, and are able to communicate, needs that the ordinary users do not yet have, and thus extraordinary users are a valuable resource in customer need identification. Copyright © 2006 by ASME.

Original languageEnglish
Title of host publicationProceedings of 2006 ASME International Design Engineering Technical Conferences and Computers and Information In Engineering Conference, DETC2006
Volume2006
Publication statusPublished - 2006
MoE publication typeA4 Article in a conference publication
EventASME International Design Engineering Technical Conferences & Computers and Information in Engineering Conference - Philadelphia, United States
Duration: 10 Sep 200613 Sep 2006

Conference

ConferenceASME International Design Engineering Technical Conferences & Computers and Information in Engineering Conference
Abbreviated titleIDETC/CIE
CountryUnited States
CityPhiladelphia
Period10/09/200613/09/2006

Keywords

  • customer need identification
  • disabled users
  • extraordinary users
  • lead users
  • situational disability

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