Evaluation and management of customer feedback to include market dynamics into product development: Satisfaction Importance Evaluation (SIE) model

DS 87-4 Proceedings of the 21st International Conference on Engineering Design (ICED 17) Vol 4: Design Methods and Tools, Vancouver, Canada, 21-25.08.2017

Year: 2017
Editor: Anja Maier, Stanko Škec, Harrison Kim, Michael Kokkolaras, Josef Oehmen, Georges Fadel, Filippo Salustri, Mike Van der Loos
Author: Gupta, Ravi Kumar; Belkadi, Farouk; Bernard, Alain
Series: ICED
Institution: École Centrale de Nantes, France
Section: Design Methods and Tools
Page(s): 327-336
ISBN: 978-1-904670-92-6
ISSN: 2220-4342


Customer’s requirements fluctuate across geographical regions and type of use context for a product. In order to address dynamic market’s needs, it is important to maintain an open communication channel between the users and the product design department. This communication allows customers to evaluate released products and express their opinion through in production and after-sales feedback gathering. Designers can use this pool of knowledge as a reference for future product design, so as to support frugal product design, creating product that can be adjusted to different market needs. A new SIE model is proposed for the evaluation of customer feedback to identify whether modules and attributes in a product are designed perfectly according to the market’s needs. A methodology based on modular approach (modular organization of a product, product-service and product system) is proposed for the feedback formalization for a product development perspective. The product modules and attributes are evaluated to compute improvement indicators for the product in development and for the future product. The effects of these evaluations on the product development and delivery time are analyzed.

Keywords: Decision making, User centred design, Integrated product development


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