Don Norman on Service Design
Transcript of a talk Don Norman gave at the Institute of Design in Chicago.
"I started thinking about services. We all know about product design, we all know how to do it, so therefore it’s boring to me. I mean, most people still do it wrong, but it’s boring because we know how to do it. Services, we don’t really know much about. I can’t find any decent literature about services. It’s amazing. A lot of people study it, but the operations people: ha, they want to make it more efficient. They look at it from the point of view of the company. Which means it’s often miserable from the point of view of the customer."
Add tag Permalink | Sunday, October 12, 2008
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