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Identify Customer Needs

Table of Contents 1 Step 1. Gather Raw Data From Customers 1.1 Interactions with Customers 2 Step 2. Interpret Raw Data in Terms of Customer Needs 3 Step 3. Organize the Needs into a Hierarchy 4 Step 4. Establish the Relative Importance of the Needs 5 Step 5. Reflect on the Results and the Process

Step 1. Gather Raw Data From Customers

Interactions with Customers

First Sponsor Interview

Interviewers: Shadle Stewart, Jared Berman

Sponsor: J.J. Mowder-Tinney

Date: December 7, 2007

Location: Nazareth College Physical Training Clinic

Interviewer: What types of patients will be using the obstacle course?

Sponsor: CVA, MS, Parkinsons, Stroke victims 6 months to 8 years after a stroke, ages 18-88, the patients using the obatacle course would be working on independently amubulating

Interviewer: What Size/Weight Limitation do we have?

Sponsor: During use - 3' x 16'; During storage - fold against wall (about 3' x 5' area) or under mat table (about 1' by 5'8" across front)

Interviewer: What types of obstacles?

Sponsor: Everyday surfaces/surface changes

Interviewer: How is it to be used with the parallel bars?

Sponsor: Ideal size and length to fit in room; bars could be used for unsure patients

Interviewer: What types of skill levels?

Sponsor: Possibly three - easy, medium, hard; defined skill levels not really required

Interviewer: What types of documentation is needed?

Sponsor: Course setup/layout

Interviewer: What setup/teardown time is necessary?

Sponsor: Five minutes is ideal (sessions are 45 mins/patient and then 15 mins of documentation)

Interviewer: How durable is the course and how low long does the course need to last?

Sponsor: At least a few years

Interviewer: What types of surfaces? How many steps on each surface? What kind of surface transitions?

Sponsor: Indoor and outdoor; mimic ice; different colors and same colors for distraction

Interviewer: What types of moving obstacles?

Sponsor: Remote control pet like a cat or dog; dog at the end with a wagging tail

Interviewer: How will the progress of training sessions be tracked (time start/stop, stumbling, etc.)?

Sponsor: Timed and a qualitative assessment of how much assist is given

Interviewer: What type of obstacles are currently used?

Sponsor: Ramp, steps, umbrellas, canes, crutches

Step 2. Interpret Raw Data in Terms of Customer Needs

1. The obstacle course will provide training for patients who are re-learning how to maneuver independently in their own homes.
2. The product will be safe.
3. The product will be easy to use.
4. The product will provide a means for both varying and repeatable training.

Step 3. Organize the Needs into a Hierarchy

• The obstacle course will provide training for patients who are re-learning how to maneuver independently in their own homes.
  • Need 1.1 Contain representations of different obstacles encountered in everyday life
  • Need 1.2 Contain representations of different walking surfaces encountered in everyday life
  • Need 1.3 Give all patients the opportunity to take at least a few steps on each different surface
  • Need 1.4 Contain at least one simulation of an unpredictable obstacle (such as a family pet)
  • Need 1.5 Contain representations of visual distractions encountered in everyday life
  • Need 1.6 Can be used in conjunction with or independently of Naz PT's parallel bars

• The product will be safe.
  • Need 2.1 Be safe for the patient
  • Need 2.2 Be safe for the PT to easily access the patient
  • Need 2.3 Any obstacles that move automatically have a manual override that the PT can control
  • Need 2.4 Be durable for use for an extended product life

• The product will be easy to use.
  • Need 3.1 Fast and Easily set-up and broken-down
  • Need 3.2 Entire system does not use significantly more floor space than the parallel bar system
  • Need 3.3 Easy to maintain
  • Need 3.4 Compact for easy storage
  • Need 3.5 Portable
  • Need 3.6 Operate for duration of training

• The product will provide a means for both varying and repeatable training.
  • Need 4.1 Obstacles/surfaces can be set up, taken down, and set up again in the original configuration
  • Need 4.2 Obstacles/surfaces can be set up, taken down, and set up again in different configurations
  • Need 4.3 Provides an automatic means for PT to document course configuration for patient records and future use.
  • Need 4.4 Provides a means for tracking progress of the PT patient over multiple sessions

Step 4. Establish the Relative Importance of the Needs

Needs Summary

Need	The Product	Needs to	Importance
Need 1.1	Obstacle Course	Contain representations of different obstacles encountered in everyday life	High
Need 1.2	Obstacle Course	Contain representations of different walking surfaces encountered in everyday life	High
Need 1.3	Obstacle Course	Give all patients the opportunity to take at least a few steps on each different surface	Medium
Need 1.4	Obstacle Course	Contain at least one simulation of an unpredictable obstacle (such as a family pet)	Medium
Need 1.5	Obstacle Course	Contain representaitons of visual distractions encountered in everyday life	High
Need 1.6	Obstacle Course	Can be used in conjunction with or independently of Naz PT's parallel bars	Medium
Need 2.1	Obstacle Course	Be safe for the patient	High
Need 2.2	Obstacle Course	Be safe for the PT to easily access the patient	High
Need 2.3	Obstacle Course	Any obstacles that move automatically have a manual override that the PT can control	High
Need 2.4	Obstacle Course	Be durable for use for an extended product life	Medium
Need 3.0	Obstacle Course	Easy to use	Medium
Need 3.1	Obstacle Course	Fast and Easily set-up and broken-down	Medium
Need 3.2	Obstacle Course	Entire system does not use significantly more floor space than the parallel bar system	Medium
Need 3.3	Obstacle Course	Easy to maintain	Medium
Need 3.4	Obstacle Course	Compact for easy storage	Low
Need 3.5	Obstacle Course	Portable	Low
Need 3.6	Obstacle Course	Operate for duration of training	Medium
Need 4.1	Obstacle Course	Obstacles/surfaces can be set up, taken down, and set up again in the original configuration	Medium
Need 4.2	Obstacle Course	Obstacles/surfaces can be set up, taken down, and set up again in different configurations	Medium
Need 4.3	Obstacle Course	Provides an automatic means for PT to document course configuration for patient records and future use.	High
Need 4.4	Obstacle Course	Provides a means for tracking progress of the PT patient over multiple sessions	High

Step 5. Reflect on the Results and the Process

The needs and related rankings above were developed by our team. They were given to J.J. for her opinion and ranking. Fortunately, our perceived importance in the various needs closely matched her importance in the needs.

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