Client belsino
The Challange
Understanding user challenges while using existing products and providing solutions for future products.
The Outcome
Identifying product needs and issues through observing the product usage process.
In the realm of product design, when the goal is to enhance a brand’s products, valuable insights can be obtained from customer feedback. Utilizing design thinking principles, achieving customer satisfaction and meeting their unique needs requires engaging in meaningful conversations and actively listening to their expectations. Simultaneously, observing the user’s process of using the product plays a fundamental role in our efforts. When it comes to children’s bedroom furniture, there are specific sensitivities and considerations that may differ from adult bedroom furniture, such as product safety and security.
Belsino, as a brand dedicated to providing bedroom products, has been manufacturing and delivering its products for five years. However, the brand’s focus on children’s products is of great importance due to the significance of this particular age group. (The importance of this specific age group makes it crucial for the brand to prioritize its focus on children’s products.)The MAKH team has made efforts to identify customer challenges and preferences, striving to enhance the products. As a result, the process of customer (user) empathy and understanding their interactions with the product began.
User Observation
Based on the segmentation defined in user personas, we carefully designed questionnaires to be presented during in-depth conversations with users. According to the persona segmentation, two segments of users of children’s products were predominantly under six years old and might not have the ability to respond, so our conversations were conducted with the child’s mother. Children’s bedroom furniture involves various delicacies that require the attention of both the mother and the child.
Before using the product, what preparations and processes do mothers and children go through? Our observations act as a catalyst for discovering and documenting the pain points experienced by users. Sometimes, certain complex processes, due to long-term product usage, become inherent to the users and ultimately shape their default expectations of product performance.
Throughout product usage, the physical bond between the mother and child and their experiences vary significantly. Mothers may perceive needs that do not directly apply to their children. Playtime, rest, sleep, and educational activities predominantly occur within the child’s room, accompanied by the furniture present. Therefore, our investigation extends to examining the relationship between the user and the furniture, as well as identifying any potential risks and the consequential impact on the child’s development. Each factor jeopardizing the child’s well-being, be it physical or mental, is subjected to thorough scrutiny.
This phase of the observation process surprised MAKH’s team. Despite the intended purpose of the designed products, children often employ them in unexpected and unique ways. Consequently, all noteworthy observations were meticulously recorded, accompanied by comprehensive photographic and video documentation.
Following the product usage phase, notable distinctions were discernible in the behavior exhibited by both the child and the mother. Sometimes the clutter of the room caused by the scattered toys that the mother sees as the end of the child’s playtime paradoxically creates an attractive environment for the child. This discrepancy in perception creates a scenario where the mess proves bothersome for the mother while simultaneously eliciting delight in the child.
Following the product usage phase, notable distinctions were discernible in the behavior exhibited by both the child and the mother.
Needs, Desires, and Wishes
Our observation process revealed interesting results. It is worth mentioning that there were cases where a product showcased various applications for both mothers and children, deviating from the primary design objective. It became evident that users prefer defining and adapting the product based on their evolving creativity and ever-changing needs. Therefore, when observing the product usage process, both the hidden and explicit needs and desires of the user were revealed.
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