A COMPREHENSIVE APPROACH TO VOICE OF CUSTOMER EXTRACTION: A CASE OF PRODUCT DEVELOPMENT FOR SMART WASHING MACHINE.

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Bibliographic Details
Title:	A COMPREHENSIVE APPROACH TO VOICE OF CUSTOMER EXTRACTION: A CASE OF PRODUCT DEVELOPMENT FOR SMART WASHING MACHINE.
Authors:	Im, Youngjae^1,2, Kim, Seokhyeon¹, Lee, Jaein³ inibest@koreatech.ac.kr
Source:	International Journal of Industrial Engineering. 2026, Vol. 33 Issue 1, p65-78. 14p.
Subjects:	Washing machines, User experience, New product development, User-centered system design, Internet of things, Ergonomics, Customer feedback
Abstract:	While customers in the past were satisfied with products that met basic functional needs, contemporary users increasingly expect enriched experiences throughout their interactions with products and services. To address this shift, organizations are adopting customer experience frameworks aligned with human factors and ergonomics, emphasizing usability, satisfaction, and system-level performance. The Voice of the Customer (VoC) has become a critical input for capturing user requirements and informing experience-centered design. This study proposes a structured process for systematically collecting VoC related to holistic user experiences and evaluates its applicability through a case study involving a consumer appliance. Fifteen participants performed real-world tasks with a washing machine, enabling the identification of fine-grained user activities--such as IoT application control and mid-cycle laundry insertion--not documented in prior research. The process also elicited novel forms of user feedback that had previously been overlooked. As products become increasingly complex and featurerich, accounting for diverse user interactions is essential for advancing both usability and safety. The proposed VoC collection process provides a practical contribution to human-centered product and service development, supporting the integration of ergonomic considerations for the enhancement of overall user experience. [ABSTRACT FROM AUTHOR]
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Database:	Engineering Source

Description
Abstract:	While customers in the past were satisfied with products that met basic functional needs, contemporary users increasingly expect enriched experiences throughout their interactions with products and services. To address this shift, organizations are adopting customer experience frameworks aligned with human factors and ergonomics, emphasizing usability, satisfaction, and system-level performance. The Voice of the Customer (VoC) has become a critical input for capturing user requirements and informing experience-centered design. This study proposes a structured process for systematically collecting VoC related to holistic user experiences and evaluates its applicability through a case study involving a consumer appliance. Fifteen participants performed real-world tasks with a washing machine, enabling the identification of fine-grained user activities--such as IoT application control and mid-cycle laundry insertion--not documented in prior research. The process also elicited novel forms of user feedback that had previously been overlooked. As products become increasingly complex and featurerich, accounting for diverse user interactions is essential for advancing both usability and safety. The proposed VoC collection process provides a practical contribution to human-centered product and service development, supporting the integration of ergonomic considerations for the enhancement of overall user experience. [ABSTRACT FROM AUTHOR]
ISSN:	10724761
DOI:	10.23055/ijietap.2026.33.1.11457