Customer interviews
2staff groups interviewed
Hear from users
We spoke with operating room staff and sterile processing teams with firsthand product experience.
Case Study · Voice of the Customer
Listening to users of sterilization trays.
A global medical device manufacturer wanted to understand customer concerns about one of its sterilization tray products. We ran double-blind interviews with hospital staff and turned their feedback into clear recommendations.
The Client
The client is a global medical device manufacturer with a sterilization tray product used in hospitals. It wanted to pressure test two customer concerns and find ways to improve perceptions.
The Challenge
Two concerns.
Real answers.
Prescouter was asked to test hypotheses about moisture retention and about how usage differs between immediate use steam sterilization and terminal sterilization.
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Moisture
Moisture retention
Why trays may stay wet after processing.
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Usage
Immediate use versus terminal
How workflows differ across settings.
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Perception
Customer sentiment
What drives trust in the product.
Our Approach
Testing hypotheses through double-blind interviews.
Blind design
Blindinterviews to limit bias
Remove the bias
Double-blind interviews and workgroups captured honest views from customers and internal stakeholders.
Scenario analysis
4usage scenarios assessed
Find the opportunities
We analyzed scenarios that could affect use among current and future customers.
The Outcome
Clear actions to improve perceptions.
Prescouter delivered voice of the customer insights on 4 scenarios that could affect use of the tray among existing and future customers, with recommendations on education, transparency in instructions for use, branding and expanding approved uses.
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Education
Better user training
Addressing moisture and usage concerns.
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Transparency
Clearer instructions for use
So users know what to expect.
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Growth
Branding and expanded use
Opportunities to widen adoption.
Product concerns often come from how a device is used, not how it is built. Listening to users shows which fix will matter most.
Let’s Talk
What are your customers really saying?
Hear directly from the people who use your products and turn their feedback into action. Wherever you’re starting from, we’ll help you get there.
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