02.05.2011 | PEOPLE FLOW

People Flow: KONE puts people first

The success of any product hinges on one key thing: how people feel about it. The same goes for elevators.

Picture yourself in a busy shopping mall during an end-of-season sale. The elevator is stuffy, slow and overcrowded. It stops on every floor. You feel flustered and begin to perspire. This isn’t your idea of a relaxing shopping day.

Now picture yourself in a different mall, speeding toward the ceiling in the comfort of a cool, spacious and impeccably designed elevator car. At which mall would you prefer to spend your time and money?

It’s a no-brainer: a good user experience drives revenue growth, whereas a poor user experience drives consumers into the arms of the competition. This is why KONE keeps asking the following question: How does the user feel?

“We place a huge focus on the user. It’s at the heart of everything we do. It differentiates us from the competition and drives the development of all our solutions,” affirms Pekka Korhonen, head of People Flow at KONE.


It’s about smooth People Flow

User experience is a term denoting how a person feels when interfacing with technology. User experience specialists ask three basic questions: Is it fit for purpose? Is it easy to use? Is it pleasant to use? In KONE’s case, user experience is a key dimension of People Flow™, the science of transporting people in buildings as smoothly, efficiently and safely as possible.

“When we design a solution, we first consider how large crowds can move through the building as smoothly as possible, yet we also think about each individual and everything they see, touch and feel. Understanding their personal experience is the only way to design a truly successful product,” explains Korhonen.

KONE leads the industry in user experience enhancement – but it also brings tangible, added value to customers.

“A successful user experience enables customers to reach their business objectives,” asserts Korhonen. “Based on the evidence of our extensive studies, we can support them in generating more revenue. Take a residential proprietor, for example. A high tenant turnover means lost rent and high maintenance costs. By making sure your tenants are happy, you reduce the risk of losing them. Added to that, you can collect higher rent by offering added luxuries such as comfortable elevators.”

Korhonen is happy to note that years of ‘education’ are paying off and many customers are recognizing the benefits of adopting a more user-centric approach.

“The message is sinking in. Our customers are asking us how we profile users, and they are beginning to use that information in marketing buildings to particular target groups such as seniors.”


What kind of a user are you?

A good user experience often boils down to a variety of details such as the optimal elevator car size or escalator speed. Such a detailed level of knowledge comes only from years of intensive research, and puts KONE in the role of a front-runner.

“We conduct many types of user experience research. All our designs undergo extensive usability studies. We do basic research, collaborate with universities and compile user profiles to shed light on the needs of different user groups,” says Korhonen.

KONE’s People Flow Opinion Poll – conducted in eight countries around the world – has revealed five distinct elevator user profiles and four escalator user profiles, each with their specific concerns and preferences.

To find out which profile matches your personality, complete the quick online survey here.


By Silja Kudel
Photo by Juha Salminen

The story is part of an article originally published in People Flow 1/ 2011. People Flow is produced by Sanoma Magazines Finland Custom Publishing for KONE. Read the magazine at www.kone.com.