Handoffs from innovation to product development teams are risky. To ensure the original vision and user insights were maintained, Pella had key innovation team members stay with the project in a consulting capacity through the commercialization and marketing phases.
Pella Corporation found a massive innovation opportunity by addressing the pain points of window installers, a critical user group who doesn't purchase the product but heavily influences its perceived quality and customer satisfaction.
The game-changing insight wasn't a new idea, but an observation of how installers were already "hacking" the process. They were forcing an exterior-designed product to be installed from the inside for safety. Pella simply designed a system that formalized and optimized this behavior.
Instead of charging more for their new, superior installation system, Pella included it as a standard feature. In a depressed housing market, this strategy focused on gaining market share through differentiation and value, rather than maximizing per-unit margin.
To break through industry blindness, Pella created a two-person research team with opposing perspectives: a long-tenured internal engineer and an industrial designer with experience from other top companies. This "oil and water" dynamic was key to their success.
Beyond the major process change, Pella's new system incorporated small design features to improve the installer experience. Audible clicks on brackets and clear "Do Not Tape" imprints provided confidence and eliminated common, costly installation errors.
Historically, Pella addressed installation issues by trying to "fix the installer" with more training. Their successful innovation stemmed from a crucial mindset shift: the problem wasn't the user's process, but a product that was fundamentally designed incorrectly for their real-world needs.
By sharing its innovation with distribution partners early, Pella earned their enthusiasm. This resulted in partners offering to showcase the new product in their own booths at the International Builder Show, dramatically increasing Pella's presence and impact beyond its single, small booth.