Design Input Requirements are the foundation of product development. Design Inputs should be derived from user needs and a specific intended use. Design Inputs should be objective and verifiable.
So what happens once a product is introduced into the market and the end-user provides feedback that the device is difficult to use? Should your objective be to prove that the product in question meets the Design Input Requirements? If so, and the device meets the requirements, are the end-users wrong?
Listen to the end-users. Don’t try to prove them wrong. What are the end-users trying to tell you? What has changed since introducing the product into the market? Is the device being used by end-users for which the device was originally developed?
Often during product development, end-users provide input and feedback to the process. However, only a small sampling of end-users are involved in the product development efforts. And in my experience, these end-users are usually the tops in their field and sometimes even the ones who helped develop the product idea.
Then it happens. The product usage grows. More and more end-users begin using the product–and these end-users don’t always have the same skill as those involved with original product development efforts. Other business units may see areas of application for the device and add the product to their portfolios, exposing additional end-users to the device.
This issues happen often. But what continues to amaze me is when people are surprised that there are device issues. I hope this scenario does not describe products involving you. If so, do yourself a favor. Understand the end-user needs. If the end-user tells you the device is difficult to use, find out why. Determine what will make the device easier to use.
