Exploring the integration of social media feedback for user-oriented product development

Product designers thrive on designing products to fulfil various expectations and needs from customers. To understand the customer expectation and needs, it is crucial to have the information on customer feedback that is generated during product usage phase. For this purpose, social media has attracted strong interest, as increasing amount of information is published daily by customers. This information is related to a wide range of products and contains product specific feedbacks. To make use of the feedbacks, different approaches were developed and described in literature. Most of them focused on the extraction of limited information to support specific tasks, which is however not flexible and general enough. Little research has provided a practicable and flexible solution to support different design tasks in various domains. This article suggests a social media wrapper approach, which can be flexibly configured to address this issue. It provides designers a holistic view of the feedbacks that widely distributed in different social media channels as well as in diversity data sources. This holistic view of feedbacks can be analyzed to earn necessary knowledge for design tasks.