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Ethnography Project by Andrew Schechterman, MS, PHD Michael Eckersley, MFA, PHD Max Ruckman, Black & Decker HHI Bill O’Connor, Source, Inc.
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Andrew Schechterman, MS, PHD
Michael Eckersley, MFA, PHD
Max Ruckman, Black & Decker HHI
Bill O’Connor, Source, Inc.
www.maxruckman.com
Ethnography
The ethnography research in this presentation was completed as part of a larger brand development project for Black & Decker. The project focus was on the creation of a new luxury brand of door hardware. This presentation covers only a small portion of the overall research. The research was enlightening, helping us to truly understand the designer, architect and client interaction during the custom home building process. The project was a deep dive into all of the nuances and emotions involved. Everything from the dynamics between husband & wife, how the designers presented their office to the detailed interactions between all parties involved. The project includes three different scenarios: 1) The client leads with help from the designer(arbiter), 2) The designer(arbiter) leads with input from the client, 3) The client and designer(arbiter) collaborate on the project. The information and discussions are real, taken from fieldwork, observing the interaction of designers, architects and clients while actually developing and building a custom home. The homes ranged from $2,000,000 to $5,000,000.
Project Overview
Ethno
gra
phy
Brand Strategy
Development and
Creation Design of a
branding System
brand strategy development and design of a brand branding system
Brand
objective
process Strategy
Brand System Design
Post Design
Research Finalization Application
Research
Designer Arbiter & Client Consumer User Research
o
b
j
e
c
t
i
v
e
s
human-centered research and strategic design-planning
Help inform A
new Brand
and platform
accomplish
qualitative
research
yielding
insights and
human-
centered
“DNA”
provide conceptual representations of insights, conclusions and recommendations
14 p
r
i
m
e
r
design for experience
method and process quick
primer
Design for Experience Method: High - Level
Marketing Engineering
Design
Sellable &
Distributable
Possible &
Feasible
Useful &
Desirable
Product Success
Human Centered Research
Define
Release
Iterative Participant
Studies
Iterative Participant
Studies Design
A
B
Design for Experience Method: In-Depth
“I am Me”
By Becky Weraer
I am funny
I run, sing and play
I like dogs
I m a sister
a wide or horizontal view yields a commodities or manufacturing view of humans as customers
Experience
Seeing Customers
Humans
a zoom or vertical view yields a market view of customers as humans
Experience
Seeing Customers
Humans
a microscopic view demands patience and skill, but yields critical insights
21
Experience
Seeing Customers
Humans
Discover & Refinement Opportunities Everywhere
Discover & Refinement Opportunities Everywhere
Discover & Refinement Opportunities Everywhere
Discover & Refinement Opportunities Everywhere
Everyday Realities
Human Data Personas Archetypes Design Filters
31
natural affinities to
“correct, life-size”
archetypes
Well, he’s right.
Grandma Opal
brings me toys!
Mom, you’re
the best!
Archetype as Human Continuum
Archetype As Human Continuum
science teaches us that humans are more alike than different
the primary differentiator being culture
Archetype As Human Continuum
understanding the nuances of human experience across a
continuum, deeply informs strategy for brands & products
Archetype as
Human Continuum
Express
Search
Manage
Realize
&&Manifest
behaviors or
actions which
are largely
objective and
observable
go to a showroom
browse a catalog
talk to a friend
touch hardware
place an item in context
thoughts or
opinions
which are
subjective and
unobservable
until
expressed
early American would be nice
great quality, affordable too
it should be inviting
emotions or feeling which are subjective and inferentially observable, not requiring explanation
it feels…
solid
safe
exciting
boring
REALIZE - MANIFEST
55
Decisions reflecting
education
urgency
choice
confidence
Satiation
all prior behavioral Cognitive And Affective variables
Participants
Participant Geography: Current and Previous
63
San Diego
Phoenix
Salt Lake
Boise
Kansas City
St. Louis
Chicago
Birmingham Atlanta
Miami
D.C.
Baltimore
New Jersey
Philadelphia
New York City
Participant Geography: Current and Previous
Arbiters
65
Kim
Lucy
Martha
Kathy
Client
Consumers
Liz & Robert
Marlise&& Mike
Leslie & Family
hybrids
wearing the hats of an arbiter and a
client at the same time
Annie
Brad
melanie
Data points Touch points Constructs Moments of Truth
Touch point Universe
Arbiter-relevant Touch points
consumer-relevant Touch points
Builder/Architect relevant Touch points
((consumer-arbiter))))
Touch points of shared relevance(((
(expression: desires, needs, style, vision…)
Touch point constellation construct
(search( find) : appropriate path elements )
Touch point constellation construct
(management: process, complexity)
Touch point constellation construct
(realization (manifestation): dream, style, goals visualization)
Touch point constellation construct
Problem Solution Spaces
Problem Solution Space #1
arbiter
client
decisions
made in
the
building
process
Problem Solution Space #2
Personas
Archetype
Interior Designer
Archetype Carole
“you have to be an
excellent communicator”
“it‟s 90%
of the job”
“a lot of psychology”
I enjoy developing a personal relationship with clients
“it leads to successful collaboration”
reflecting the family’s
lifestyle
“I don‟t get many clients who
cheat on product quality”
“they‟re
pretty
consistent
on price-
points
throughout”
“some of my clients are wealthy”
“but they‟re not stupid”
“they won‟t waste their money”
“different”
“but – product names don’t dictate what I choose to specify”
Front door – the
architecture and the
material has to blend
with what’s inside
getting to know the arbiter, Carole
Family originally from Cleveland
children are in the public schools
40 years old
two children, 8 & I0
married to Jim for I5 years
Jim works in Banking Administration
(working on his MBA)
They live in Dublin, an upper middle-class suburb of Columbus, Ohio
with some coursework in architecture B.A. in Interior Design
Carole Drives a 2010 Lexus SUV
Jim drives a 2012 Mazda sedan
full-time independent interior designer
with full-time assistant
primarily residential
some commercial
gets most referrals by
word of mouth
involved in 3-4
projects at a time
project budgets range
from less than $20,000
to more than $200,000
Leslie &
Doug
Client couple
archetype
“door hardware may
be heavy, a really great
finish” [Leslie]
bathroom hardware, possibly unique, but relating to sink fixtures and the style of tile [Leslie]
“well, I guess they should be compatible,
but not direct matches” [Leslie]
I„ve already selected the front door hardware [laughs, then points to circled items in a catalog]
[Leslie]
“they‟re pretty plain. huh?
actually, they‟re just what I
wanted” [Leslie]
“i‟m very concerned about it
lasting a long time” [Doug]
“my files appear to
be in disarray” [Leslie‟s interior research]
but I know where
everything is; I stay
organized by using
this spiral binder. I
got this one at
Target” [Leslie]
“…like the
bathroom sink
design, it makes it
nice to get ready
in the morning” [Leslie, Doug nods head]
getting
to know
the
clients
originally from Columbus and Cincinnati (Ohio)
married
16 years
and
age
39
40
so
ns
2
a family dog
lives in an
upper middle class
suburb of
Columbus Ohio
(mechanical engineering)
Doug is co-owner of a manufacturing firm
Leslie is a full-time mom and CPA
providing “relief“ for local corporations during tax season
Doug drives a 2009
Jeep Grand Cherokee
Leslie drives a 2011
Chrysler Minivan
building a
custom home
on a private
golf course
budget
$925,000
Leslie is particularly interested in a “very nice kitchen and master bath”
Doug is particularly interested in having a full-sized office
and workshop
Doug Also wants it to be a place where friends can come to relax
and play golf
We explored three different types of relationships
1 - client leads the project
2 - Collaboration between client &&&and Designer
3 - Designer Leads the project
client leads
Carole Leslie
Leslie is a self-starter
she has a lot of interest in:
building
design
Leslie remodeled or built a home prior to the
current custom home
Leslie actively researches and specifies many of her materials and hardware
she may work closely with
her builder and architect
sometimes
even operating
as the general
contractor or
“assistant" to
the contractor
15
9
this is a
significant
amount of work
for Leslie,
balanced with
her own daily
responsibilities
but she enjoys it as a “labor of love”
Leslie may access Carole„s expertise at the start of a project and at various stages of the process
or on an "as needed" basis
“ Carole“ may be her friend who “happens to be an interior designer”
trusted family member
actual interior design
professional she
encounters in a higher-
end design showroom
Carole may also be available via her builder
architect
Client and Arbiter
collaboration
Carole Leslie
functioning
in a
somewhat
more
common
client-
professional
relationship
Leslie hires Carole
after meeting her at
an open house
she asked Carole to help her in
the design of the family„s new
6000 sq. ft. custom home
nestled on 1.5 acres
Carole knows she has the freedom to propose an array of ideas
and expert recommendations to Leslie
but honors that Leslie and her
husband will make the final choices
Leslie remains comfortable
with
family
friends
even
some
freelance
work
Leslie and Doug share a home office
Leslie meets at Carole‟s office
and Carole comes to Leslie's home
the project is
yet must be completed
in less than a year
Leslie and Carole
spent an enjoyable
saturday together
recently
visiting an exclusive showroom
Several items were specified
a few were “rejected!
arbiter leads
Carole Leslie
Carole is an experienced
Well regarded
interior
designer
With A History Of Consulting On…
c
o
m
m
e
r
c
i
a
l
restoration
historic
and private projects
sometimes with high-dollar budgets
She attracts Leslie as a client, by referral
Leslie is
busy
with
other
activities
in her life
she and her
husband
currently have
homes on
both coasts
She is less inclined to “dive into" the joint labor and decision making process
detailing the family‟s new gathering place
Carole spends
enough time with
Leslie to get a
good feel of
Leslie„s
personality
life style
and needs
this is an upfront
“psychological"
skill Carole has
worked to
refine
though she acknowledges that she is also a natural, which helps
and though she knows she„s been
granted substantial liberty in the
overall design of the new home
she must ultimately find the
right solution for Leslie‟s needs
Use and Validation
Carole - Designer Leslie - Client
Scenario of actual customer client discussion
Carole
hello, i'm Carole and this is my friend (and
client) Leslie.
we've been asked to tell you something
about our experience of working together
and about the process we undertook
to conceptualize, design and specify
Leslie's amazing new, custom home
here in Dublin. Ohio.
LesIie?…
Leslie hi! I suppose I can begin, since the ideas for the house go back some years – long before Carole and I met and got to know each other…
Doug and I were married back in
1996. we met as undergrads at
Miami University in Oxford
(Leslie smiles and turns to Carole and smiles)
Leslie I studied Business and Accounting and eventually got my CPA while I was still pregnant with our first child, Jeremy
Leslie
I guess you could say that Doug and I both come from suburban
middle-class, midwestern families, rather conservative…
Carole Me too, Carole chuckles - inside joke? I actually met Doug„s family at Leslie and Doug„s open house party
I also got to
know Leslie's
mother on
various
occasions
throughout
the design of
the home
Leslie The reason I bring up history is that Doug and I lived in an apartment for some years
and later our first home was pretty modest
we have fond memories of those years
but we’d always held out
the prospect that someday
we might have a home that
is truly of our own making
over the years I’ve collected many books and magazines looking for ideas hoping to find out what‘s possible in a custom home
l also wanted to familiarize myself with the ins and outs of the process of home design
you know,
architecture,
building, interior
design…
Carole
Leslie invited her mom in to react
to some of the design and furnishing
issues that came up
she had some good advice
we‟ve laughed plenty of times over
how much our families are alike
wonderful people
but conservative
not willing to take too many risks
Leslie has an impressive collection of resources
catalogs
“how-to” books
videos
stained wood
she had a dream…
and was patient and methodical about making it happen
Leslie
when Doug and I were finally in a
position to consider building a new home
his manufacturing business began to take-off
around 2007 we set
about looking for
property in the
Columbus area
we’ve always lived close to neighbors
subdivisions
for this house we wanted some acreage
its our favorite pastime
We also wanted some freedom to build a truly custom home…
we have close
friends who live in
beautiful upscale
areas
but the homes seem
"cookie-cutter“
they have a “sameness" that we didn„t want
especially given the kind of investment involved
anyway, we’ve always liked Dublin
the schools are excellent
the downtown is nice
it took about a
year, but we found
a really wonderful
piece of land
abutting the
14th tee of a
new country
club golf
development
lots of trees
lots of privacy
plenty of space between the houses
We interviewed some architects in the area
with mixed results
but eventually found out about a
really gifted young residential
architect in the Cleveland area…
working with Roger over the summer (he would fly in or drive over every couple weeks)
(Leslie smiles and turns to Carole)
he was able to gradually get a feel for our vision of the house
and create some great drawings and plans
He brought a lot to the design qualities and possibilities that we had not even imagined
but then we came to an impasse
Roger had a great feel for
the broad-brush design
when it came to details in the interior plan
we just couldn‘t get on the same page
that's where Carole came in…
Carole
what she„s referring to is the annual
designers‟ home show sponsored by
businesses in the area to support a local
women & children‟s clinic…
I was awarded the job of designing and decorating the master bedroom
and children‟s rooms
of the show house
Leslie liked my work and gave me a call
thanks again Leslie!
(laughs)
Leslie
I loved what Carole had done with the bedrooms
enough to call her
but what really sold me on her abilities was
our ability to communicate
she‟s a great listener
yet always seems able to offer up some insight or possible solution that I know I’ve been thinking about
but haven't had the words to express
Of coarse, looking at Carole's portfolio of work
her
drawings
her attention to detail
to subtleties
materials
it was so impressive
Great launching
pads for making
decisions
in no time, Carole was up to speed on what we felt we needed and what we really hoped for in the home
though I was familiar with many of the elements and the
general process of designing and building a custom home
I struggled with how to pull it all together
Carole's ability to select just the right elements
and finishes
to cabinets and furniture
was so helpful
even more importantly, she was able to work with
Roger to make important changes to the floor plan
that significantly enhanced the experience of living in the home
we now realize that
A home‟s exterior is one thing
everyone sees it
but the interior is a whole other thing
I think much more complicated
Carole
I occasionally consult with
builders and architects
working to integrate and coordinate
all the various elements
subtleties
and spatial relationships
that the architect often never has the time or patience to deal with
Their elevations and plans succeed in roughing things in
but before you know it, they're on to another project
my clients and even architects
are sometimes exhausted or impatient
at later stages of the process, they want closure
it's unfortunate because decisions made in the final 10% of the process
often can make or break the completed
design
Leslie
Carole showed us how relatively simple
alterations in the original interior plan
could create
an entirely
different
orientation
and flow to
the upstairs
bedroom
and hallway
experience
I had some definite ideas about the configuration
of the master bath
my wants and needs are different than Doug‘s,
and she found
ways to make us
both happy
Carole also offered a practical adjustment to the downstairs entry
hall
way
living room
and kitchen flows
We have a close group of friends
and we like to entertain
the kitchen
breakfast nook
dining area
and patio area
all had to work together
So…
and be adaptable to groups of three or four, even two dozen!
tall order, I know
(smiles at Carole)
now that it’s complete, it simply feels right
it captures all the qualities
I had in my mind's eye ten
years ago when we were
still in our little starter home
Carole
Leslie mentioned the home entry…
even really good
architects can overlook
the symbolic “entry-
welcome”
and “entry-farewell” experiences
for the home-owners and their guests
I consider the front door to be, both literally and figuratively the portal between the public and private worlds
the walkway
the lighting
the scale
and feel of the door
the door hardware
the sounds
the smells
the lines-of-sight
all combine to
potentially tell you
something about
the values of the
family living there
the front door
should integrate
with the exterior
style of the house
but also signal the ambiance of the experience that awaits inside
Leslie
for us, probably the quintessential enjoyment we
get out of our new home
friends have told us that
coming into our house
is somehow special
they can‟t put their finger on it
but they love it
and so do we
Carole
the process of designing a custom (or even
semi-custom) home is immensely gratifying
to me
it‟s like putting together a puzzle that„s different
yet somehow familiar, every time
it‘s fun getting to know a client well to help them articulate their own style and translate that style into a fully realized solution
although, I have worked with builders to specify materials, hardware and appliance packages for higher-end housing developments
“packaged solutions," seem impersonal
they don„t do a whole lot for me
they're right for some, but not the clients I tend to work with
my vendors and I are a team
I rely on them a lot and trust them, and vice versa
the really good ones help me stay informed and up-to- date on new things
they give me honest value
I guess high-end professional
residential Interior Design is
about criteria of
appropriateness
proportion
and perspective
those are the qualities that set us apart
it‟s where our value lies
(End)
Conclusions and Recommendations 1
the earlier the arbiter
gets involved
the more likely she may be
able to influence the overall
residential experience
the more anxious and overwhelmed the
client, the more likely they may consider a
one-stop solution or packaged solution
this doesn‟t mean
that each party
won't want to “a
la carte" the
solution")
the longer they
live with it (before
or after
completion of the
home")
for a modest change fee (upgrade, downgrade)
price points don‟t seem absolutely critical
we studied the lives of arbiters-clients tackling custom home projects
$750,ooo
To
$5,000,000
in the range
Conclusions and Recommendations 2
while the client must have
some money to spend (for an
interior designer to even
take on the project)
increasingly more unique
hardware is of interest to
many consumers
a brand value proposition may carry
greater weight if it can be introduced early into
the design process
if it‟s perceived as solving
a distracting
overwhelming
or anxiety-provoking problem
a brand marketing message may yield leverage if it touches not just
the arbiter, but the client as well
as distinctive
either by
means of a
"stylistic
heritage“
theme
i.e., anthropolgie store
possibly even sub-branding product lines
with the names
and faces of the
actual artisan-
designers
i.e.,
sundance
catalog
a brand value proposition of
architectural style families
may initially, carry greater weight on the far ends of the arbiter-client relationship continuum
Conclusions and Recommendations 3
project management
and associated artifacts
the client obtains on his/her own or from the arbiter (as a gift)
this might be a thoughtfully branded product
workbooks
bags
or other items
that would make easier the arbiter's and/or client's life
making the arbiters job too easy may ultimately
disintermediate them
interior designers offer
value because they‟re
trained professionals,
gaining insight into
human needs
wants
interpreting these and then delivering flexible
solutions, which are context, and client-
centered
project management of a custom home is no simple task
helping arbiters & clients experience greater mastery over this
can enhance a brand’s associations
and facilitate serious consideration of products
Conclusions and Recommendations 4
we find evidence of stylistic eclecticism in the specification of interior
materials
surfaces
furnishings
and details
homes designed to a particular stylistic theme throughout do exist, such as…
bungalow
Tuscan villa
however, they do not appear to be the norm among our participants (at present)
there is a significant amount of beautiful,
functional, sustainable (though expensive) door
and bathroom hardware, available
many of these
items are in
niche markets
some, such as
southwest
door‟s
hardware are
offered in
“handmade,
architectural
families“
brochures are detailed
and clients seem willing
to do the work to
locate items of interest
to see and touch for
themselves
there are certain items
they‟re willing to purchase
without having “laid hands”
placed in context of the
existing space, though this
seems difficult for the
hardware decision
Conclusions and Recommendations 5
very little research of this kind exists
professionals are open to
good
clean
objective
information
that helps them feel more empowered
providing arbiters and
clients the ability to place
the hardware in-context
to assess
not only
goodness
-of-fit
but, more importantly,
perceived fulfillment of
“dream,”
may offer significant advantage over those
hardware pieces that are not available
What did the research tell us?
target the arbiter to launch
they have access to
the transactor
in the beginning the arbiter is the storyteller
over time the brand can carefully begin to assume this role
the storytelling attribute of this brand is essential
It‟s what separates it from other competitors
“architecturally inspired/ influenced product is the core marketing notion
It’s not the marketing
communications
execution
it won’t win on style alone
or distribution
there are too many niche style authorities already in place
there seems to be a lot
of price elasticity
promote
the
brand to
the
arbiter
through him/her to his/her client
with artifacts, workbooks etc. that support the brand’s meaning of discovery
Andrew Schechterman, MS, PHD
Michael Eckersley, MFA, PHD
Max Ruckman, Black & Decker HHI
Bill O’Connor, Source, Inc.
www.maxruckman.com