Users, an emerging human resource for R&D? From eliciting to exploring users' needs

Users are emerging as a viable new resource for product design. I studied the effects of investigating users in an innovation process. Traditional methods such as market studies and user-interviews as well as a user-centred design study failed to surface a number of critical user-requirements, which led to major re-designs after the market launch. An activity theoretical analysis of the investigations helps to explain the poor results obtained, and to suggest some ways to improve the methods of investigating and collaborating with users. Users' needs should be understood as a gradually emerging relation between the environment and the user. Adequate support must be provided for users to articulate their needs. While utilising users in product development looks a promising new direction, it also requires new orientation, means and skills in research and design.