How might Otis redesign its escalator handrails to improve hygiene and passenger safety?

Introduction

Otis, a leading elevator and escalator manufacturer, is looking to redesign its escalator handrails to improve hygiene and passenger safety. This challenge presents an opportunity to innovate in a critical area of public infrastructure, addressing growing concerns about cleanliness and health in shared spaces. I'll approach this problem by first clarifying the context, then analyzing user segments and pain points, before proposing and evaluating solutions.

Step 1

Clarifying Questions (5 mins)

• Looking at the product context, I'm thinking about the specific environments where Otis escalators are most commonly installed. Could you provide more information about the primary locations and use cases for these escalators?

Why it matters: Different environments (e.g., shopping malls vs. airports) may have distinct hygiene and safety requirements. Expected answer: Primarily in high-traffic areas like shopping malls, airports, and public transit stations. Impact on approach: Would tailor solutions to withstand heavy use and diverse user behaviors.

• Considering user behavior, I'm curious about the current interaction patterns with escalator handrails. Do we have data on the percentage of passengers who regularly use the handrails versus those who avoid them?

Why it matters: Understanding usage patterns will help prioritize solutions that address actual user behavior. Expected answer: Approximately 60% of passengers use handrails, with usage increasing among elderly and children. Impact on approach: Would focus on solutions that encourage handrail use while addressing hygiene concerns.

• Thinking about Otis's position in the market, I'm wondering about the company's current initiatives or technologies related to hygiene and safety. Are there any existing projects or partnerships in this area?

Why it matters: Helps align new solutions with ongoing company efforts and avoid duplicating work. Expected answer: Otis has been exploring antimicrobial coatings but hasn't implemented any large-scale solutions yet. Impact on approach: Would look to build upon existing research while exploring complementary technologies.

• Considering external factors, I'm interested in understanding how recent global health events have impacted customer demands and expectations for escalator hygiene and safety.

Why it matters: Recent events may have significantly shifted user priorities and market dynamics. Expected answer: There's been a sharp increase in customer inquiries about hygiene features since the COVID-19 pandemic. Impact on approach: Would prioritize visible and reassuring hygiene measures in the redesign.