Anything that makes a system more complicated for a consumer is probably not a good business strategy, according to NKBA Tech Advisor Shelly Palmer.
In a series of consumer insight videos designed specifically for NKBA members, Palmer argues that there are certain instances, however, where technology can enhance the user experience. For example, if a manufacturer was considering adding technology to a kitchen or bath design, the cost-benefit analysis should hinge upon whether the smart appliance adds some consumer value, provides a competitive advantage, or makes the system more ‘frictionless,’ a term Palmer uses to represent ease-of-use by the homeowner.
But therein lies the problem. kitchen and bath spaces are already frictionless — anywhere in the world, bathrooms and kitchens function pretty much the exact same way. When you use a toilet, you have one lever to push. When you use a faucet, you turn on the tap and you turn it off. Therefore, any smart appliance addition must provide such incredible value that the consumer is willing to overcome the extra friction hurdle in order to purchase and incorporate it into their daily routine.
According to Palmer, the entire road of a designer’s business is paved by one single concept: Just because you can, doesn’t mean you should.
Watch the full video below about Smart Appliances.
Watch the full video below about Innovation.
