A method of intelligent product design cue construction based on customer touchpoint correlation analysis and positive creativity theory

Abstract

User experience plays an indispensable role in intelligent product design. Building a system for user research, capturing firsthand information from users and turning insights into achievable product design solutions is the key to innovation. This article introduces service design into product design and studies the design cue construction method through intelligent product design case. First, the authors capture customer touchpoints in the process of user interaction with the product by observing the user behavior and perform the correlation analysis of the customer touchpoint to obtain the user’s complaints and dissatisfaction. Second, the authors use positive creation theory to transform requirements and turn the complaints collected in user research into achievable functional requirements. Third, the authors use the KANO model for sensitivity analysis of functional requirements and select high-sensitivity requirements for priority development. Finally, using the service design innovation methods to analyze the user experience and stakeholders, the design cue map can be exported, and a new service system was established to enhance the overall user experience.

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