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User-Centric Design Drives Innovation – And the Organizational Structures to Support It

Danfoss A/S, a Danish company whose product portfolio includes a wide range of pumps, sensors and other components critical to the operation of water and wastewater treatment facilities, used ethnographic techniques to explore their end user's use of its products and overall work environment. The company engaged in a ten-month study to better understanding of how end users work with Danfoss?s products and the work processes in which these products are used. The methods used included interviews, continuous videotaping of end users, scenarios, and filmmaking techniques. The research suggested that Danfoss consider restructuring its product development activities to better mirror the environment in which their customers used its products and the values their customers espoused.


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