SlideShare a Scribd company logo
Stuart Palmer(@s_palm )
Deakin University
Australia
Crowdsourcing Customer
Needs for Product Design
using Text Analytics
Customer needs elicitation
Traditionally…
Surveys
Interviews
Focus groups
Market research
Interactive queries
Sales data
Online task markets (AMT)
Public design competitions
Online customer communities (Dell IdeaStorm)
Social media platforms
Open design platforms (OpenIDEO)
Engaging customers in design evaluation
Internal company innovation forums
Crowdsourcing in product design
Large quantities of data obtained easily
New reviews are typically frequently added
Data are from real, post-purchase experiences
(rather than hypothetical purchasing scenarios)
Typically free/unstructured responses
Generally provided without incentives
Social media in product design
“… a set of linguistic, statistical, and machine
learning techniques that model and structure
the information content of textual sources for
business intelligence, exploratory data analysis,
research, or investigation.” (Hu & Liu, 2012, p.
388)
Text analytics
Locate design requirements case study
Collect product reviews from amazon.com
Use KH Coder to analyse/visualise review data
http://khc.sourceforge.net/en/
Examine visualisations for themes representing
possible customer requirements
Method
1. Stability of stand/instrument
2. Low cost/good value
3. Easy to use
4. Aesthetically pleasing
5. Can hold other types of instruments – guitar,
viola, etc.
6. Portable for travel
Violin stand requirements
Co-occurrence network
Multidimensional scaling plot
Hierarchical cluster analysis
dendrogram
CON MDS HCA
Stability of Stand/Instrument
CON MDS HCA
Stability of Stand/Instrument
Low Cost/Good Value
CON MDS HCA
Low Cost/Good Value
CON MDS HCA
CON MDS HCA
Easy to Use
CON MDS HCA
Easy to Use
Aesthetically Pleasing
CON MDS HCA
Aesthetically Pleasing
CON MDS HCA
Can Hold Other Types of Instruments
CON MDS HCA
Can Hold Other Types of Instruments
CON MDS HCA
Portable for Travel
CON MDS HCA
Portable for Travel
CON MDS HCA
Other product characteristics
CON MDS HCA
Other product characteristics
CON MDS HCA
A simple process for crowdsourcing customer
needs for product design using text analytics
All of the six desired product characteristics
present in the visualizations produced
The crowdsourcing/text analytics process
identified another desired product characteristic
Can supplement or validate traditional methods
Conclusion
Thank you for your time
•ow.ly/10uxWe

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