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:
Or are they more like this?
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
