In a class that I teach on innovation, the students and I typically run through an exercise of “Who’s the customer? -> What’s her pain point? or need?” -> “What is our innovation to solve this?” Sometimes we do it the other way, starting with our innovation, what pain point it solves and who is this a pain (or need) for?
So when it was time to talk about LED bulbs, as an innovation, the class easily had a plethora of answers for who and what (longer life, lower cost of ownership, environmentally conscious.) When I asked “What if we add Bluetooth to the LED bulb?” the answers came on just as fast and furious—”I don’t have to get out of bed to turn if off,” “I can control at home remotely”.) So the consensus was clear that this was an innovation (ie “creates new value” for one or more target segments)
Now came the question, “How do we reset such a Bluetooth-enabled LED bulb to its factory settings?” (never mind, nearly 20 years since we began using BT we still need to periodically reset things, cause their state gets messed up).
Here was GE Lighting’s solution to this problem—this is their actual video and not a spoof, of which there are several built based on this real video.
Watching this video even the first time was painful and for the nth time (with each section of the class I teach) it required some measure of teeth-gritting. Yet, as an optimist I sought the silver lining—they were clear what the pain point their (paying) customers faced, but the cure seemed just as bad as the disease. While some commenters on YouTube felt this was engineering (within GE) wreaking vengeance on marketing (or product management) not allowing them a reset button, it is the customer who has to pay the price. Some takeaways for me include:
- The original solution (or specification) not accounting for end-user resets (should this be even required?) tells me that the use cases (certainly corner cases) hadn’t been thought through
- The sheer complexity (not to mention mind-numbing) nature of the solution makes it clear that end-user inputs or consideration were not taken into account
- While a good deal of engineering creativity (& cost) I suspect went into this solution, likely due to product design or legacy constraints, the sheer number of spoof videos shows that the brand (and likely product adoption) has taken a hit, that far outweighs any of the cost considerations that may have limited either the original design or the subsequent reset sequence.
Innovators too need their own version of the Hippocratic oath, “…I consider for the benefit of my patients, and abstain from whatever is deleterious and mischievous.”