Presentation
HE9 - Leveraging Technology for Cross-Functional Translation of Voice of Customer to User Needs
DescriptionWhile many players are making advances in the patient monitoring and sensing space, significant challenges need to be overcome to deliver a workflow that creates more value than burden. For innovative products, there likely is no predicate, which presented our team an opportunity to uncover new uses, new voices and ultimately new needs for our users. Our team took the challenge head on and collaborated to collect voices from users at various stages early in the development process. Through partnership with external and internal cross-functional teams, we collected over 500 voices from 16 current and past interviews. The challenge was then translating these voices into meaningful user needs for inputs to design development and requirements.
The team planned and executed a Voice of Customer (VOC) workshop for the project to translate the voices into user needs with hybrid attendance utilizing collaborative software and video conferencing. This occurred at a 2-day in-person workshop followed by virtual sessions to finalize the need refinement process. Prior to the workshop, the cross-functional team captured individual raw voices from various interviews. Team members were deliberate and intentional to capture the words of the user, without adding potential bias from the 16 sources. The amount of work that went into this, with priority being on accurately translating our users’ words, is shown in the over 500 raw voices captured on individual sticky notes. During the workshop, the cross functional team sorted, aggregated, and ultimately translated individual voices into 31 high-level user needs. This was done using physical sticky notes in break out rooms with an emphasis on maintaining the intent of the user. The team continued to refine, score, prioritize and identify relationships between needs. The process allowed for direct tracing between raw user voices and user needs.
This workshop framework was successful and leveraged for the team’s next development project. The framework allows for appropriate tailoring to VOC effort size and the technology utilized allows for hybrid collaboration for team members.
The team planned and executed a Voice of Customer (VOC) workshop for the project to translate the voices into user needs with hybrid attendance utilizing collaborative software and video conferencing. This occurred at a 2-day in-person workshop followed by virtual sessions to finalize the need refinement process. Prior to the workshop, the cross-functional team captured individual raw voices from various interviews. Team members were deliberate and intentional to capture the words of the user, without adding potential bias from the 16 sources. The amount of work that went into this, with priority being on accurately translating our users’ words, is shown in the over 500 raw voices captured on individual sticky notes. During the workshop, the cross functional team sorted, aggregated, and ultimately translated individual voices into 31 high-level user needs. This was done using physical sticky notes in break out rooms with an emphasis on maintaining the intent of the user. The team continued to refine, score, prioritize and identify relationships between needs. The process allowed for direct tracing between raw user voices and user needs.
This workshop framework was successful and leveraged for the team’s next development project. The framework allows for appropriate tailoring to VOC effort size and the technology utilized allows for hybrid collaboration for team members.
Event Type
Poster Presentation
TimeMonday, March 254:45pm - 6:15pm CDT
LocationSalon C
Digital Health
Simulation and Education
Hospital Environments
Medical and Drug Delivery Devices
Patient Safety Research and Initiatives