Aligning product design with consumer expectations for a new appliance feature

A consumer products manufacturer was preparing to enhance an existing small home appliance with a new feature. They needed to understand which of four proposed designs delivered the most intuitive experience and whether the feature resonated with consumers, from first impression on the shelf to real-world use in the kitchen.

We conducted usability testing with both current product owners and new users in a fully equipped consumer kitchen lab. Participants evaluated high-fidelity product renderings, interacted with working prototypes, and used their choice of tools and ingredients to simulate real kitchen scenarios. Our team observed their behaviors, captured feedback on ease of use, and identified areas of confusion across each design.

The study revealed that some designs felt more intuitive than others, none aligned fully with users' mental models of how the feature should work. Many participants felt confident using the product, even when they deviated from the intended use.

With our insights, the manufacturer opted to continue development with a focus on aligning the design more closely to user expectations and real-world behaviors, setting the stage for a more intuitive, satisfying customer experience.