Feature Analysis for Meta Products—by Jurjen Helmus

June 9th, 2010

Booreiland invites Jurjen

Jurjen Helmus

Jurjen is lecturer and researcher at the cross section of Technological Innovation, Finance & Entrepreneurship at the Hogeschool van Amsterdam, University of Applied Sciences and driven by the untamed fields of product development.

There you have it, a great idea for a Meta Product, but will customers value it as much as you do? And are they willing to pay for it? Customer satisfaction is a major concern and prerequisite for competitiveness in today’s global markets. And getting insights into the link between product features and customer satisfaction is the challenge during product development projects. The Kano model could help us shine a new light on the feature analysis. The model is a two dimensional axis model that links product or service feature development to customer satisfaction during prototyping phase, thus after the fuzzy front end of idea generation. The x-axis displays the extent to which a quality element is provided and the y-axis displays the customer satisfaction.

The Kano model divides product or service features into five distinct categories, each of which affects customers in a different way: basic attributes, performance attributes, delighter attributes, indifferent attributes and reverse satisfaction attributes. The basic attributes are taken for granted when fully implemented, but result in disappointment when not fulfilled. A good example is that a window glass must not distort the view. The performance attributes display satisfaction according to the rate or amount that they are implemented. The gas usage of a car is an example, since the less usage the more satisfaction. The Delighters have no influence when not fully satisfied and surprise customers when implemented, like automatic wipers on a car when it starts raining. The indifferent attributes have no influence on the satisfaction whether implemented or not. The reverse attributes lead to dissatisfaction the more they are visible in a product. Products with a too high techie feel tend to dissatisfy customers.

Let’s take a look at how the Kano model can be applied to Meta Products. At first, we must recognize the fact that a Meta Product consists of three parts; the physical part, the web part and the connection between both. Features should thus be divided over both the three parts and the Kano’s attributes, as shown below.

Now, how to value the features of a Meta Product and thereby develop a business model? First, it is known that costumers are willing to pay for performance attributes as well as keeping out the reverse attributes. Next, delighters are money makers if very well implemented. Besides, the unexpected delighters are key to a successful product when not explicitly paid for. And last, the connection part of the product could be seen as merely a usage part and is thus related to the performance attribute. The basic and indifference attributes are no good for cash flows.

At this moment the Meta thing is new, but in the future Meta will be just a basic factor.

Interesting to note is that costumers’ expectations develop over time and thereby the relation between a type of feature and the Kano attributes changes as well. A great example is the remote control on television which was a delighter 30 years ago, but nowadays a basic factor. The field of Meta Products is relatively new and untamed and therefore the fact that it is Meta could now be seen as delighter itself. Yet, today’s delighter is tomorrow’s performer. My advice is therefore to continuously focus on development of new Meta areas.

Concluding, the Kano’s feature analysis gives new perspectives on developing Meta Products:

1. Do not lose focus on the threshold features of Meta Products
2. Search for delighters in the web part of the Meta Product that are better than existing web features
3. Carefully watch trends in features over time to continue feature updates and avoid feature degradation
4. Usage of the connection part is key to cash flow
5. Money makers are the delighters of the Meta Products

Platform thinking—by Sara Córdoba

May 11th, 2010

Booreiland invites Sara

Sara Córdoba

Once designing interactive exhibitions, exploring services in risk consultancies and leading packaging projects for multinationals, Sara is now finishing her MSc Strategic Product Design on the topic of Meta Products at design studio Booreiland.

How to be truly innovative? Let’s take a look back into the greatest technological innovations of all times. The machine based manufacturing, followed by the steam power, the internal combustion engine and finally the electrical power generation. All of them promoted the Industrial Revolution in the late 18th and early 19th centuries. Every single human in the world was touched by this revolution and with this, the history of humanity changed. As Harold Perkin observed, “the Industrial Revolution was no mere sequence of changes in industrial techniques and production, but a social revolution with social causes as well as profound social effects”. Why did the Industrial Revolution happen that way? Why was it truly innovative? Well, there was the influence of great thinkers at that time such as Alan Smith, Diderot, Voltaire and Marx, among many others, who embraced and promoted the idea of mankind’s progress, and the society was eager to see the tangible manifestation of such knowledge waves seen before since the Reformation or the Scientific Revolution (14th century).

The only way to achieve the so desired progress was to understand that strong ideas that work isolated are not strong enough, and that even ordinary ideas integrated into a whole can be collectively powerful. This way, the Industrial Revolution offered a platform of broad capabilities for continuous development. An empowerment platform where companies, industries and organizations could create more and more products and seek for sustained growth by selling those to us.

It was only a matter of time for this growth to reach new levels that would change again the history of humanity: the Internet. It all started in the governments and universities with particular interests on retrieving documentation. Their interests and a combination of ideas from hobbyists, scientists and industries made the internet possible the way we know it. A platform where even contradicting ideas could exist and where the capabilities for continuous development seemed broader as ever before; democratizing knowledge and transgressing geographic frontiers to reach other people and their information… a whole new world where not only companies and governments but also you and me, and everybody could be actively part of. I don’t have to tell you the rest because you are witnessing it everyday, but I can say that Internet is potentially the ultimate technological innovation capable to create more platforms to express, to learn and to understand and shape ourselves and our world.

Now, the tangible is just an element in a system of value where the connections, virtual or real are the focus of attention.

So, what we can see is that both the Industrial Revolution and now the Internet are platforms with apparently unlimited ambitions. Both set suitable conditions and systems that enhance our capabilities and gives us resources in a particular environment. Both socially pulled and with many elements conforming a meaningful whole, but with the difference that in the Industrial Revolution the atoms (the tangible) were the subject of most value and therefore the focus of our attention. Now, the tangible is just an element in a system of value where the connections, virtual or real are the focus of attention. So far, the platform of internet has allowed an ever growing digital representation of our world, our dreams and fears, our right and wrong… and it still has even bigger ambitions. For instance, Stephen Wolfram, creator of Mathematica, is in the quest of making all knowledge computational and developed a search engine called WolframAlpha which has the goal of modeling and explaining the physics underlying the universe. This may sound a bit too much, but it shows that there are great ambitions to retrieve and manipulate information and knowledge in better, ubiquitous, real-time and mobile ways, and this can only be done on top of proper platforms. With these improvements new systems and new connections of Internet to-and-within the real-world are foreseen.

The connection of bits and atoms is the beginning of a platform to empower real things in the world that couldn’t interact before with us, they are called Meta Products. But this can be also a bit tricky; it is very easy to fall into the product-narrowed vision, because that was the way old platforms from the Industrial Revolution used to work, but if you just focus on the product, you might render gadgets that will not be relevant in people’s lives. But if you think in new platforms, you’ll reflect on the systems that compose them, their connections and you’ll be able to see the big picture. By looking at the overall service environment and its interactions (platforms and their systems) rather than just focusing on the isolated output (product) we can understand the contexts, the main actors and the real drivers of innovation.