Archives for posts with tag: Whole Product Solution

I’ve written before about the need for product manufacturers to design and deliver the whole product solution, or in other words, the entire customer experience, rather than just their product.

This includes the packaging, the accessories, everything you use when you consume the product.

A case in point is the squeezable marmite jar. You either love it or hate it, as the advertising goes, and I’m one of the lovers when it comes to Marmite, always have been. The unmistakeable branding, smell, consistency, taste and round glass jar. In the last few years the Marmite folk have taken to using a squeezable plastic jar to deliver their gooey goodness.

The trouble is, the stuff is so damn viscous that you can’t get more than 70 or 80% of the product out of the jar; the jar won’t squeeze down enough. I purchase a replacement jar – glass – before I realised a good bit of my purchase was yet to be consumed. To get value for your money, and who doesn’t want that, you have to twist the top off and collect the stuff from the inside of the top and the mouth of the jar. It gets everywhere, and leaves your kitchen cupboard, the jar and your hands a sticky mess. Not a good experience.

All the stuff outside of the product itself is an important part of the overall experience. You have to get all of it right, or you risk turning away first-time triers and seasoned customers.

Doesn’t it drive you mad when you can’t easily open a pack of food or drink? Why don’t manufacturers of anything – especially food and drink – realise that getting at the contents before consuming is part of the customer experience, part of the product itself? They have to work harder at getting the balance right between securing the contents and providing access to them.

The packaging, as far as I’m concerned, is part of what Geoffrey Moore in Crossing the Chasm called the ‘whole product solution’. Admittedly, that book is about so-called ‘disruptive’ products, but you still have to get everything to do with your product or service right. This is something I’ve talked about before here.

If you don’t get it right, you run the risk of someone substituting your product for someone else’s. Someone else who has thought harder, and worked harder, about exactly how you are going to consume what they sell, from the moment you see it. For an old but hilarious packaging fail, have a look at this beauty¬†and imagine yourself being the owner or captain of this business, demonstrating how easy it is to consume the product – not.