New Product Development
A Challenging Question for Innovators
MIT’s Michael Schrage asks: “Who do you want your customers to become?”
User Experience
Latest
Innovation Strategy
Customers and service innovation
A new working paper looks at customers’ role in innovation in a service industry: banking.
Quality & Service
Designing Waits That Work
Designers at restaurants and theme parks are leading the way in thinking about how to make waiting in line more pleasant.
Donald A. Norman
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