L5: The Fuzzy Front-End Part I

Question 1

What are the (3) aspects of front-end?

Answer 1

Idea generation
Idea screening
Concept development

Question 2

What are the (2) sides of new product ideas?

Answer 2

Internal
External

Question 3

What is the problem with asking customers?

Answer 3

Unconscious ideas cannot be articulated, so usually end up with product improvements.

Question 4

What to ask customers to get useable insights?

Answer 4

Focus on problem rather than solution

Question 5

What can observations reveal? (5)

Answer 5

Triggers of use
Interactions with the user’s environment
User customization
Intangible product attributes
Unarticulated user needs

Question 6

What are some of the methods and techniques in terms of developing new product ideas? (5)

Answer 6

Customer surveys
Focus groups
Customer complaints
Category appraisal
Personal interviewing

Question 7

How to turn resulting ideas into product concepts?

Answer 7

By building a house of quality

Question 8

What are service blueprints? (2)

Answer 8

Tool to visualize service process and manage/coordinate all processes and people (indirectly) involved
Tool to identify failure points where improvements can be made

Question 9

What are the (6) steps in the blueprinting process?

Answer 9

Determine objective
Determine who to involve
Modify blueprinting tool
Map most common service
Learn and discuss
Track insights, follow up and communicate internally