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Product and Service Design (House of Quality (QFD) (What vs How (links),…
Product and Service Design
New product development
Types
New generation products
New technologies available
cust need stays the same
Way need is met changes
Completely new product
Completely redesign existing product
Breakthrough products
Unique
New market or product category
Incremental enhancement
Existing products
Product concept stays the same
The way the product meets cust needs stays the same
Reasons for failure - Schneider and Hall (2011)
Product doesn't have sufficient market appeal
Customer doesn't understand product
Product launched too soon
There is no market for the product
company cannot support the growth
Process
Preliminary design
Evaluation and Improvement
Concept Screening
Prototyping and final design
Concept Generation
Design Thinking
Tim Brown
Collaborate
Test your ideas
No idea is too wild
Understand the user
See the bigger picture
Reframe ideas
UK Design council
Develop
Deliver
Define
Discover
Product Design
Maintainability
Durability
Reliability
Produce-ability
Aesthetics
Service Design
The service outcome
What does the customer want to achieve?
The service operation
How is it delivered?
The service experience
Understand each step
The value of the service
Customer view of benefit vs cost
The organising idea
What is the purpose of the service?
House of Quality (QFD)
What vs How (links)
Conflicts
How? Product meets needs
Why? (Compare Features)
What? Customer Wants
Level/How Much (Which features chosen)