Exploring the integration of social media feedback for user-oriented product development

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: Deng, Quan; Franke, Marco; Hribernik, Karl; Thoben, Klaus-Dieter
Series: ICED
Institution: 1: BIBA - Bremer Institut für Produktion und Logistik GmbH, Germany; 2: University of Bremen, Germany
Section: Design Methods and Tools
Page(s): 453-462
ISBN: 978-1-904670-92-6
ISSN: 2220-4342


Product designers thrive on designing products to fulfil various expectations and needs from customers. To understand the customer expectation and needs, it is crucial to have the information on customer feedback that is generated during product usage phase. For this purpose, social media has attracted strong interest, as increasing amount of information is published daily by customers. This information is related to a wide range of products and contains product specific feedbacks. To make use of the feedbacks, different approaches were developed and described in literature. Most of them focused on the extraction of limited information to support specific tasks, which is however not flexible and general enough. Little research has provided a practicable and flexible solution to support different design tasks in various domains. This article suggests a social media wrapper approach, which can be flexibly configured to address this issue. It provides designers a holistic view of the feedbacks that widely distributed in different social media channels as well as in diversity data sources. This holistic view of feedbacks can be analyzed to earn necessary knowledge for design tasks.

Keywords: Product Lifecycle Management (PLM), User centred design, Crowdsourcing, Social media, Semantic interoperability


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