Innovation Fixer Ltd helps companies improve the effectiveness and efficiency of their innovation

Contact information

T: +44 (0) 7802 256184 
E: kevin.mcfarthing@innovationfixer.com 
© Innovation Fixer Ltd  

Why Henry Ford Was Wrong

Mon, 06/01/2015 - 15:36 -- KevinMcFarthing

I’m sure many of you will have read or heard the famous quote attributed to Henry Ford, “if I’d asked people what they wanted, they’d have said a faster horse”.  This is usually quoted in the context of radical or breakthrough innovation, justifying an approach that doesn’t rely on customer feedback.  A famous quote by Steve Jobs is also used in the same context, stating that by the time Apple had delivered what people wanted it would have been obsolete.

I’ve heard Henry’s quote many times at conferences.  Unfortunately there is often an air of superiority attached to it, along the lines of “we know better” or “a customer won’t understand our brilliant technology”.  It’s also often in the context of a solution looking for a problem. 

Henry FordThere is a certain logic here, how can customers give an opinion on something for which they have no frame of reference?  And here is where the danger lies, because, assuming Henry did say it (and to be fair there is a lot of doubt that he ever did); he chose the wrong question.

If Henry had dug deeper into the lives of people who rode horses or travelled in horse-drawn vehicles, he would have discovered a lot of pain points.  For starters, I don’t suppose many people enjoyed mucking out a stable first thing in the morning, or stepping round piles of steaming horse muck in the streets.  They wouldn’t have liked the general unpleasantness and lack of cleanliness.  They wouldn’t have liked the poor maneuverability.  They wouldn’t have appreciated the difficulty of trying to organise traffic flow with vehicles that weren’t totally predictable in the direction they followed.

They wouldn’t have liked the general exposure to the elements.  They wouldn’t have liked the blacksmith’s bills, the vet bills or the time taken to refuel.  They wouldn’t have liked the associated animal cruelty.  They wouldn’t have liked the danger of trying to cross the street or the hazards posed by horses that had been spooked.  And yes, they wouldn’t have liked the slow speed.

Henry would therefore have uncovered a lot of insights derived from an understanding of how people moved around, and what they thought and felt about it.

I think it is dangerous to take an approach which ignores customers who you assume won’t understand the nature of the new product or service.  There are always clues, learning and most of all insights that can help to light the path of innovation development.  There are always ways to prototype elements of the offering to understand behaviour and potential acceptance; to learn and optimize the approach using Lean Startup principles.

So why do Apple do so well without any apparent customer research?  There’s really no point justifying a lack of customer input by pointing to Apple, there are very few companies who can take the same approach.  In addition, there is extensive and rigorous testing internally by people who are real everyday users.

In the context of incremental innovation where you want to improve an existing product or service, the Henry Ford question is perfectly applicable.  You can ask people what they want in a situation where they have a context, a frame of reference, experience of the category and opinions to offer.  You are then likely to get a very good steer on your proposed new product as well as a comparison to what is already available.

Even in the case of the most radical, surprising and revolutionary innovation, customers can still be very useful in the development cycle through early and late prototype testing, enabling course correction and optimization to take place.

So in the context of radical or breakthrough innovation, customers will find it difficult to know what they want.  They do know what they think, feel and do, so ask them.  Don’t ask the Henry Ford question, or you’ll get a Henry Ford answer. 

 

Comments

Submitted by Mark Hart (not verified) on

In “My Life and Work” (Henry Ford in collaboration with Samuel Crowther in My Life and Work. 1922) Henry Ford provided information critical to dispelling the myth of the ‘faster horses’ attribution.

“It was life on the farm that drove me into devising ways and means to better transportation. I was born on July 30, 1863, on a farm at Dearborn, Michigan, and my earliest recollection is that, considering the results, there was too much work on the place. That is the way I still feel about farming.” 22

“My ‘gasoline buggy’ was the first and for a long time the only automobile in Detroit. It was considered to be something of a nuisance, for it made a racket and it scared horses.’ 33

Henry Ford knew a lot about horses and his potential customers.

He documented his vision of the future:

“I will build a motor car for the great multitude. It will be large enough for the family but small enough for the individual to run and care for. It will be constructed of the best materials, by the best men to be hired, after the simplest designs that modern engineering can devise. But it will be so low in price that no man making a good salary will be unable to own one – and enjoy with his family the blessing of hours of pleasure in God’s great open spaces.” (Ford. Page 73)

Submitted by Mark Hart (not verified) on

Perhaps the most compelling information to dismiss the possibility that Henry Ford considered 'faster horses' a desirable outcome comes from the Antique Automobile Club of America. In 1909,

"The American death toll in horse-related accidents is 3,850-more than in motor vehicle accidents"

A go-to-market strategy of "faster horses" would have been problematic.

More at http://oplaunch.com/blog/2015/06/03/the-truth-about-faster-horses/

Add new comment

Plain text

  • No HTML tags allowed.
  • Lines and paragraphs break automatically.
CAPTCHA
This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.
Image CAPTCHA
Enter the characters shown in the image.