Does the Small Stuff Matter?


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How you set your stall out matters. Even the small things make a huge difference to what your customers think and the way they act. The design critic Donald Norman made the point beautifully in his book The Design of Everyday Things discussing domestic cookers…

Are the controls and gas rings arranged like this:

Poor Design

Or are they more like this?

Good Design

Which one will frustrate you next time you light it?

Which will you get right every time? And which one will you fluff?

Service Design

What is true for product design is also true for service design. Do you make things easy for your customers, or frustrate them?

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Image by Harshit Sekhon

Republished with author's permission from original post.

James Lawther
James Lawther is a middle-aged middle manager. To reach this highly elevated position he has worked for many organisations, from supermarkets to tax collectors and has had multiple roles from running a night shift to doing operational research. He gets upset by operations that don't work and mildly apoplectic about poor customer service.


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