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For Customer Experience Professionals

Case Study: Design Thinking Drives Innovation With Drop, A Connected Kitchen Product

October 14, 2014

Primary author headshot


  • By Allegra Burnette
  • with John Dalton,
  • Curt Nichols

Why Read This Report

Drop is a new iPad-connected kitchen scale that seeks to reduce bakers' anxiety and enhance the social experience of making food. To accomplish this goal, the team at Drop followed a design-oriented process to completely reimagine and reframe the baking experience. The effort represents a shrewd approach to innovative experience design that customer experience (CX) professionals can carry into other products and businesses.

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Table of Contents

  • Challenge: Elevate A Common Experience
  • Solution: Shift From Rule-Bound Methods To Emotional Experiences
  • recommendations

  • Follow Drop's Approach Of Designing From Ideas, Not Solutions
  • Supplemental Material