- Bill Pacheco (Sr. Director Cybex, Keurig Dr. Pepper) used Empathy
- talk to folks in the gym
- asking open ended questions
- leave yourself to questions
- understand the emotions of the user
- was not a data collection - how long they were on a tread mill
- was looking at the faces of the users
- noticed
- users were afraid on these gym machines (EMPATHY)
- close proximity to the users
- suggested
- changing the structure around these gym products
- current mindset
- these products are all matured
- Bill is supposed work on adding new features
- Bill started working on quick drawings about:
- How to remove the fear the users have
- may be giving more places in the products the users can hold on to
- quick prototype with PVC pipes (IDEATION)
- Bill's Manager's feedback was not great! Bill believed in it
- went on and made better and rough low resolution prototype to validate his ideas
- put that prototype in use with the users (TEST)
- took this to a hotel gym and measured how many users preferred his prototype (VALIDATION)
- used this data to put this modified product into market
- got 20% growth in 2 years in a row!
- Bill solved fear problem - real human need - better product
