Hi id:
Honestly, my first step would be to listen to them myself. Alone and for a reasonable period. I can't really think about products I've never used (I was a dismal failure on the Tampax account).
Then I'd pull together some one-on-ones (interviews with individual users), followed by focus groups (several users in a group discussion). I refer back to the one-on's to sift out any bullshit from the groups (people act differently in the group dynamic).
Next, probably armed with backing input from the user groups, I'd probably try to talk you out of that "Zonko" name...unless it had been around long enough to build up any equity in the marketplace (in this case, I'd hope not).
Then the Head of Zonko and I would sit down and discuss where he wanted to take the product. We know what it IS. What do we want it to BE? To whom?
From there we build a Brand map. Where we are, want to go, why we can, what might get in the way, etc (etc etc etc).
By this point we've figured a lot of stuff out. So much the Mr. Zonko's of this world are usually quite giddy.
Now comes the communications strategy (we will do posters above urinals at the next CES, for example).
Now the creative brief (what is the 'tone and manner' of the Brand? What is the ONE THING we want the peeing reader to come away with about Zonko Loudspeakers? What, if anything, is to be considered mandatory? What, if anything, should be avoided?).
Then you wait. Then I call you to push the next meeting, the creative presentation, back. Then I start ducking your calls. And then, just when you're thinking "Where's my ****ing agency!" I'm knocking on your door with a thick "pizza case" filled with rough layouts representing various possible advertising campaings for Zonko.
With great difficulty, you select one and get on with producing it "full up", or for real. OR you decide you just can't decide so we help you pick two, which we then pretty up to the point where the laymen will know what he's supposed to be looking at and we do some more focus groups or "comm checks". THEN we make a choice based not on which one the target audience "liked" (a terrible trap, that is), but based on which one best communicated, clearly, what it is we want to say about the Brand.
Now into production. You get to meet groovy photographers and/or illustrators and type designers and get way too wasted we when take out to the clubs in South Beach/New York/LA on the final night of the shoot.
The media company, cash, cheque or money order in hand, now gets a big stack of beautiful urinal posters to put up at the Hilton in time for the Show.
Opening night, and while some big retailers and reviewers find it a little off-putting when you keep asking if they need to use the bathroom, all goes well. A good buzz about your product is in the air.
Cut to a few years later and you're dating Mark Levinson's (the Man) old girlfriend from Sex In The City.
It's that easy.
Okay. Some fun. But I'm serious about 86.99% of above.
And it's pretty much what I'd do. If I were doing this sort f thing. Which I'm not.