Unit 6-A Flashcards
(30 cards)
What are ‘pain points’?
Things that annoy a customer
What criteria do designers need to understand about a customer?
- Thoughts
- Needs
- Feelings
- Social
- Behavioural
- Cognitive
When do customers come into contact with a product?
Discovery
Purchase
Use
Recommendation
Re-purchase
What is customer experience?
The thoughts and feelings of the customer as they interact with a product
What are examples of consumer/pressure groups?
Which
CAMRA
Consumer Action Group
Money saving expert
Consumers association
Advantages of consumer/pressure groups?
Impartiality
Independent testing
Consumer confidence
Saves time
Free guidance
Opinions from experts
Compare products
What does Money saving expert do?
Offers financial advice to the general public
They campaign for financial justice
What does the consumer action group do?
It is a forum which provides free help and support on all consumer issues
What product safety and consumer protection is in place in the UK?
Consumer Protection Act 1987
General Product Safety Act 2005
What does Consumer Protection Act 1987 ensure?
Any product sold in the UK is safe for consumers
E.G. children’s toys must not have sharp edges
Consequence - legal action
What does General Product Safety Act 2005 ensure?
All products must be safe under normal use.
They must all go safety checks and comply with standards before being sold
What do consumer laws ensure?
Companies are forced to focus on the safety of the product during design
What is the Enviroment Act 2021?
Focuses on protecting the enviroment
Companies must be focused on the environmental impact of their products e.g. using sustainable materials or reducing waste
What do Intellectual property laws ensure?
Makes sure that a design does not copy someone else’s design
This encourages innovation and gives companies piece of mind
What does the Equality Act 2010 ensure?
This requires that products and services must be accessible to people with disabilities
What does the Modern Slavery act 2015 ensure?
That products are not made using forced labour or unethical practices
Companies must check their supply chains to make sure their materials come from legal and ethical sources
What does the Consumer Rights Act 2015 ensure?
Information on labels and descriptions must be correct
This includes ingredients, materials and any potential risks
What does a patent cover?
A type of intellectual property which covers products people want to buy
A product must be new and useful
What does a patent give the rights too?
To make, use or sell the invention for a period of time.
What does a copyright give?
The legal right to print, publish, film or record, literary, artistic or musical material
What key rights are included in the Consumer Rights Act 2015?
Right to goods of satisfactory quality – should work and be free from defects
Right to fit for purpose – should do what it is supposed to do
Right to match description
What are consumer rights on returning goods?
Right to a refund
Right to a repair or replacement
How long does a customer have a right to a refund?
Full refund within 30 days
How long does a customer have a right to repair or replacement?
After 30 days if it is faulty you can ask for a repair or replacement
You may be entitled to a refund
