Extreme Customer Intimacy
Harold Hambrose, Founder & CEO, Electronic Ink
Design is the process by which people have given form to our favorite objects and experiences. Industry has found design to be an invaluable tool for understanding consumers and for delivering better products and services to them. When these consumers go to work each day, they become a valuable part of the business enterprise. What are our own employees experiencing? Turning design on our internal operations can provide transformational insights. Our employees may be just one step from the consumer. If the processes and tools don’t work inside the business enterprise we can hardly expect to delight a customer.