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There’s another thing that organizations often miss: They assume that the things you go out and study should be the things that are right in the middle of the market, so they talk to customers who are in the middle of the bell curve about the products that the company already makes. That’s usually the least useful form of observation. The most useful is to go and visit with people who are at the ends of the bell curve. “Extreme users” are doing weird and wonderful things that you’ve never imagined, and that’s where you will get interesting ideas. Plus, you shouldn’t just talk to people who are using your product or competing products—talk to people who aren’t. If you ask somebody who already is, the best you’re going to get is incremental improvements of the thing you’ve already got.
Author: Tim Brown
Source: “The Conference Board Review”
Subjects: Innovation, Market Research
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