Identifying Customer Needs: Disabled Persons as Lead Users
Pia Hannukainen, Katja Hölttä‐Otto · 2006
In product development it is essential to understand what users need. But as current users are functionally fixed, they are not able to provide information that would help develop breakthrough products. Lead users — users that currently experience needs still unknown to the public — are better able to identify and communicate their needs, but identifying lead users is difficult. We show through a case study on mobile phones that extraordinary users, disabled persons in this example, can be seen as lead users. We show how these extraordinary users do experience similar needs as the ordinary users and, in addition, the extraordinary users experience, and are able to communicate, needs that the ordinary users do not yet have, and thus extraordinary users are a valuable resource in customer need identification.Copyright © 2006 by ASME