The Story Vacuum: Why User Research Isn’t Enough / Brian Whittaker / Ep. #252
Imagine making the cover of Time magazine...
Okay, maybe not. Nobody gets into service design for the fame.
Actually, as we’re always saying on the show, our best work is usually the stuff nobody notices.
The spotlight stays on the CEOs. You rarely see the people in the trenches, the ones making sure the "faceless" public services we rely on actually work.
Think about it for a moment, you can thank a mailman because he’s a human being standing on your porch in the rain. But when water is coming out of your faucet, there’s nobody to thank. It’s just "the system".
That invisibility is exactly…
The skinny
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