There are lessons to be learnt everyday! One of the big struggles that experience design folks have is ensuring to balance the needs of the business with the needs of the customer. To do this we look at both the business and the customer goals and expose the conflicts early so that we can create a balanced solution. When we don't take time to do this it results in a biased solution that favours either the customer or the business.
It's my mum's birthday in two days. My goal is to send her a birthday card. I have the card all written and I head to the post office on my way to work. I thought they opened at 8am (it's the run up to Christmas after all) but i find that they only open at 9am. But never fear a stamp vending machine is near! The post office has a stamp vending machine at the entrance, so I can buy stamps. Hurrah! I now have a card that is written, addressed and stamped. I look around but alas! There is no post box any where in sight! So the post office accomplished their goal of making money but is the customer happy? No! My goal is incomplete and I've either got to go out of my way to complete my goal and be late for work or else the card will not be delivered on time! Surely a post box at a post office isn't too much to ask?
Hi Lindsay,
ReplyDeleteYou have a good point. Somehow, among a few good things in India, in India post offices, the post box is always outside the office compound, so that we may use it. Also, stamps are available even at stationery shops. :)
Finally, how did you send the card?