A COMPREHENSIVE APPROACH TO VOICE OF CUSTOMER EXTRACTION: A CASE OF PRODUCT DEVELOPMENT FOR SMART WASHING MACHINE.
Saved in:
| Title: | A COMPREHENSIVE APPROACH TO VOICE OF CUSTOMER EXTRACTION: A CASE OF PRODUCT DEVELOPMENT FOR SMART WASHING MACHINE. |
|---|---|
| Authors: | Im, Youngjae1,2, 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] |
| Copyright of International Journal of Industrial Engineering is the property of International Journal of Industrial Engineering and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) | |
| Database: | Engineering Source |
| FullText | Links: – Type: pdflink Text: Availability: 0 |
|---|---|
| Header | DbId: egs DbLabel: Engineering Source An: 192612225 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 0 |
| IllustrationInfo | |
| Items | – Name: Title Label: Title Group: Ti Data: A COMPREHENSIVE APPROACH TO VOICE OF CUSTOMER EXTRACTION: A CASE OF PRODUCT DEVELOPMENT FOR SMART WASHING MACHINE. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Im%2C+Youngjae%22">Im, Youngjae</searchLink><relatesTo>1,2</relatesTo><br /><searchLink fieldCode="AR" term="%22Kim%2C+Seokhyeon%22">Kim, Seokhyeon</searchLink><relatesTo>1</relatesTo><br /><searchLink fieldCode="AR" term="%22Lee%2C+Jaein%22">Lee, Jaein</searchLink><relatesTo>3</relatesTo><i> inibest@koreatech.ac.kr</i> – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22International+Journal+of+Industrial+Engineering%22">International Journal of Industrial Engineering</searchLink>. 2026, Vol. 33 Issue 1, p65-78. 14p. – Name: Subject Label: Subjects Group: Su Data: <searchLink fieldCode="DE" term="%22Washing+machines%22">Washing machines</searchLink><br /><searchLink fieldCode="DE" term="%22User+experience%22">User experience</searchLink><br /><searchLink fieldCode="DE" term="%22New+product+development%22">New product development</searchLink><br /><searchLink fieldCode="DE" term="%22User-centered+system+design%22">User-centered system design</searchLink><br /><searchLink fieldCode="DE" term="%22Internet+of+things%22">Internet of things</searchLink><br /><searchLink fieldCode="DE" term="%22Ergonomics%22">Ergonomics</searchLink><br /><searchLink fieldCode="DE" term="%22Customer+feedback%22">Customer feedback</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: 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] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of International Journal of Industrial Engineering is the property of International Journal of Industrial Engineering and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.) |
| PLink | https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=egs&AN=192612225 |
| RecordInfo | BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.23055/ijietap.2026.33.1.11457 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 14 StartPage: 65 Subjects: – SubjectFull: Washing machines Type: general – SubjectFull: User experience Type: general – SubjectFull: New product development Type: general – SubjectFull: User-centered system design Type: general – SubjectFull: Internet of things Type: general – SubjectFull: Ergonomics Type: general – SubjectFull: Customer feedback Type: general Titles: – TitleFull: A COMPREHENSIVE APPROACH TO VOICE OF CUSTOMER EXTRACTION: A CASE OF PRODUCT DEVELOPMENT FOR SMART WASHING MACHINE. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Im, Youngjae – PersonEntity: Name: NameFull: Kim, Seokhyeon – PersonEntity: Name: NameFull: Lee, Jaein IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 01 Text: 2026 Type: published Y: 2026 Identifiers: – Type: issn-print Value: 10724761 Numbering: – Type: volume Value: 33 – Type: issue Value: 1 Titles: – TitleFull: International Journal of Industrial Engineering Type: main |
| ResultId | 1 |
