As a former IT director, I strongly believe that tech innovation solely for the sake of innovation doesn’t do us a lot of good. It only works well and can be considered successful when it proactively seeks to understand users’ needs and then sets out to meet them. As we recently saw with Apple’s snafu surrounding the iPhone 7’s lack of an analog jack, not taking a user-centered approach to design can have serious consequences.
When tech innovation infuriates customers
© 2023 · Rose de Fremery