Anni Rapinoja 2005, Concrete
Välitä

Viesti
Curiosity, empathy and analytical approach to behaviors lead to customer understanding, and finally to successful products and services.

This carefully made guidance also tells a clear story how big problems products can create for the users and companies on service branch.
These information bits are examples of tacit knowledge, which would be useful if know, but is either difficult or considered less important to communicate. In modern world, consumers do not necessarily have time or will to start learning. -Experience should be readily available in full extent.
One task for service design is to find ways to communicate these service and company specific information bits, celebrate those and build a better brand and user experience through those.
-After all, you would like the customer to see your product as excellent as you see it, wouldn't you?

