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Close Encounters with Customers: Designing the NITONXL
Author(s) -
Romm Ethel
Publication year - 1999
Publication title -
design management journal (former series)
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1045-7194
DOI - 10.1111/j.1948-7169.1999.tb00253.x
Subject(s) - active listening , product (mathematics) , benchmark (surveying) , business , marketing , computer science , advertising , sociology , communication , mathematics , geometry , geodesy , geography
THIS IS THE story of how listening to customers transformed a great technology into a great product. Building on cuttingedge science for detecting lead in the extremely low levels that are hazardous to children, Ethel Romm reveals how conversations with potential users enabled NITON to design and refine a tool that remains a benchmark in its industry. Users even told her how the device could be exploited in other markets. Romm candidly notes a few of the ways the design went astray when customer input was ignored.