EMPATHIC-DESIGN ASSISTED BY THE KANO METHOD – A HUMAN-CENTERED DESIGN METHOD FOR MEDICAL DEVICES CONSIDERING PATIENTS
Editor: Christian Weber, Stephan Husung, Gaetano Cascini, Marco CantaMESsa, Dorian Marjanovic, Monica Bordegoni
Author: Ahrens, Martin; Hehenberger, Peter
Institution: Johannes Kepler University Linz, Austria
Section: User-Centred Design, Design of Socio-Technical Systems
Every day we are confronted with new products and innovations. These may be based on known consumer demands or on industry innovations that give rise to new consumer demands. Usually, customers have little or no involvement in the product development process, which often results –as many well-known examples have shown –products that fail on the market. First of all human-centered design requires studying the customers. Further, all the other influencers must be considered. All of these groups wish to be part of realizing the potential success of the product. In addition to investigating the importance of integrating the customer, we also provide an assessment of existing methods for customer integration. Empathic design supported by the Kano method aims to be sufficiently intimate that latent customer requirements that have not previously been voiced can be identified in a structured form. The method was applied in a case-study in which an insulin pump was to be improved. Particular attention was paid to the requirements of diabetics who depend on insulin pumps for their whole lives. We present conclusions drawn from this case study and further aspects worth investigating.