What types of things might happen when we don't fully understand, explore, or address:
- the breadth of the whole concept space,
- a product's many users, and
- the voice of the customer?
We explore a public consumer complaint and upset over coffee pods. And we imagine what may have happened (or didn't happen) during design development that could have helped avoid the issues from the start.
What are some of the lessons learned from coffee pod stories?
We explore this ongoing, public story to gain some insight that we can apply to our own designs.
What are some lessons learned from coffee pod stories?
- Trace the voice of the customer to the engineering requirements while ensuring the intent is correct. Translate not just physical features but the user's process, too.
- Clearly define the scope of the product's use space, including the product's end.
- Include all the users, manufacturing and disposal, too.
All of these could be considered under the umbrella of understanding the users and the concept space of the product. Quality tools and frameworks provide great ways to discuss and define these things with customers and the team, before we even start product design. We can get early design inputs that affect the product design decisions we make.
A story timeline
Consumers give their reaction and change their decision after learning more about the product.
The class action lawsuit
Consumers react to the situation and the judge's comments about the case.
A company response
One company's response involved a lot of testing and development to react. Visit the cited website to see the breadth of their response.
A curious statement made on that page:
"We’ve spent years completing intensive testing, development, and supply chain transition to produce a product that is not only recyclable, but can actually be recycled."
"Recyclable K-Cup Pods & Recycling Information." Keurig. www.keurig.com/recyclable, Accessed 28 Feb 2023.
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