Tag: Customer ethnography

A folding plug won the Brit Insurance Design Awards in the UK this week. As gadgets get smaller, Britain has the largest plug in the world. The traditional British plug was invented in 1946. Why did it take 64 years to invent a better one? More importantly, why didn’t any of the rest of us have that idea? … Read More

Investing in customer insight but cutting customer contact makes no sense. Service teams have huge emotional investment in putting right the things that cause customers angst. They should be central to strategic product and service innovation. … Read More