Meet the Expert
Wayne Mackey
Principal, Product Development Consulting, Inc.
- 20 years of hands-on management of large engineering, manufacturing, and procurement organizations focusing on product/service development, especially in areas of collaborative design, metrics, supply chain management, and business strategy implementation
- Clients include Fortune 500 companies, major universities (Stanford, MIT, Carnegie-Mellon University), and government agencies in product development, supply chain management, and rapidly implementing enterprise-wide change
Meeting Packages from $750
Your Meeting Package Includes:
- All 7 Best Practices
- Pre-Meeting Discovery Process
- One-on-One Call with Expert
- Meeting Summary Report
- Post-Meeting Engagement
Applying the Voice of the Customer to Product or Project Requirements
Principal, Product Development Consulting, Inc.
Defined Terms
- Choice model
- A choice model determines how much and what type of voice-of-the-customer work is required based on the needs of the project.
- Delighters
- Features or potential features of a product that the customer does not expect but which excite and delight the customer when they are available.
- Image diagram
- A method developed by anthropologists to enable researchers to quickly summarize factual but non-quantitative data and to perceive the main themes within it. It is often used to analyze customer interviews. It is also known as a language analysis diagram.
- Kano Analysis
- A model developed by Professor Noriaki Kano in the 1980s that provides insight into customer preferences. It enables product developers to understand the features that customers most highly value and how to prioritize them.
- Lead user
- Lead users are people who encounter a need or needs in advance of the general marketplace. They also tend to have a strong personal motivation to meet the need in question. The term was coined by MIT's Erich von Hippel.
- Requirements translation
- Requirements translation involves understanding the customer’s wants, and then applying that knowledge by translating it into customer requirements.
- Voice of the Customer
- A process first documented by Abbie Griffin in the 1990s that enables developers to create new products based on the genuine needs and desires of the marketplace.
Applying the Voice of the Customer to Product or Project Requirements:
Defined Terms
Expert Topic