Customer Needs
Introduction
To ensure that the correct product is designed, the team must answer the question, "What are the needs of the customer?" The solution can be found through a variety of means. Traditional methods include interviewing lead users and experts, focus groups and surveys. Due to time and resource constraints the group gathered most of their customer needs through interviewing because it yielded good results within a relatively short period of time.
Interaction with Customers
To effectively determine the customer needs of the syringe doser, individuals with clinical expertise dealing with diabetics, as well as diabetics themselves, were target interview candidates. The rationale behind these choices stemmed from the technical and practical knowledge clinical practitioners and diabetics would have, respectively.
A series of needs were generated from the hypothetical clients generated by the RERC and referenced in the Project Definition along with the Principles of Universal Design. The following individuals were interviewed as well:
Dr. Jill Winters, R.N. and nursing professor, was interviewed due to her clinical experience with diabetics. In addition, Dr. Winters is the grant recipient and principal investigator of the Rehabilitation Engineering Research Center on Accessible Medical Instrumentation of which this project is a part.
Scott, an engineering senior and diabetic of ten years, has tried several different dosing devices. Besides using a 0.3cc syringe, Scott has also experimented with an insulin pen briefly. Currently, Scott uses an insulin pump. As an intern at an insulin pump manufacturer, he has contributed to improved algorithms to predict blood glucose levels. He has no disabilities related to diabetes.
Gail, R.N. has 25+ years of nursing experience. She has worked in a variety of health care settings, including internal medicine, hospice, assisted living, and parish nursing. In addition to her professional work, Gail has also help to educate the community by teach smoking cessation and weight loss support groups.
Kristin is a senior in the college of nursing and is continuing on to medical school. She works as a nursing assistant at a local hospital in Milwaukee. She has been working there for about three years and clinically interacts with diabetics frequently.
Hierarchy of Needs with Priorities
The device can be operated by users with disabilities/physical limitations
The device can be operated by users with limited mobility.
The device is equally easy to use with either the left or right hand.
The device can be operated by a weak/tired user.
The device can be operated by users with limited tactile sensation. **
The device can be operated by the hearing impaired. ***
The device can be operated by the visually impaired. ***
The device provides feedback to the user.
The device informs the user of errors in operation. **
The device indicates when the syringe is ready for injection.
The device informs user when the insulin should be discarded. **
The device offers a variety of ways to calculate insulin dose. !
The device doses a syringe to the nearest 0.01cc.
The device verifies that bubbles are not present in the syringe. ***
The device allows for flexibility in usage.
The device can mix bottles prior to dosing. **
The device can prepare mixed doses of multiple fluids. **
The device can accommodate bottles of market standard size.
The device can dose varying amounts of fluid.
The device can store bottle store future use.
The device uses a standard 1cc, ¼" diameter syringe.
The device can accommodate syringes of market standard size and shape. !
The device is universally easy to use.
The device can be operated using only one hand. **
The device can be easily transported. *
The device can be understood by users who speak different languages. !
The device can lead the user through the process of operation. *
The device can be used by people of varying technical intelligence. *
The device operates at the pace of the user.
The device prepares the dosing in a timely manner. **
The device can be operated without tiring out the user.
The device stores history of doses, including time, date and amount. !
The device has a user interface which is easy to understand. ***
The device is cost effective.
The device is reasonably priced for the user. **
The device proves medically effective so that insurance companies cover cost.**
The device is low maintenance.
The device is safe for the user to operate.
The device can safely dispose of used needles. !
Key:
*, **, *** - Indicates ranking of needs - more stars = greater need
! - Latent need