Having worked as a consultant and contractor on both sides of the Transformation/BAU fence, there is often present a divide in ethos, ego and perception.
Micro experiences can be delightful artefacts to design and use. They are designed with care and crafting and seen as completely standalone pieces of functionality that are meant to delight in their simplicity and usefulness.
I find myself using the word “narrative” a lot lately. Whether I’m talking about UX and the cohesion of design, or CX and the importance of journey mapping, or agile delivery and the breakdown of epics and stories into sprints.
Many organisations are undertaking digital transformation programs to “put digital at the heart of their businesses”.
This isn’t a new thing. In a way, by replacing legacy systems, upgrading IT infrastructure, and putting in CRM and distribution systems, we’ve been on this path for the better part of the last decade.
“Ever tried. Ever failed. No matter. Try again. Fail again. Fail Better.” Samuel Beckett
Fail fast is a nice alliteration – which is one of the many reasons I think it has gained such momentum in the product design space. “Succeed fast” or “iterate quickly” doesn’t roll off the tongue nearly so well.
In my experience it never fails that many stakeholders come to usability testing with the question of “will” vs. “can” Customers use their products or services.