It should just make sense

There’s a lot of discussion, meetings, workshops, books, guides, ‘how to’ lists and professional assistance continually swirling about, about what makes sense for the customer experience in digital. It’s not that hard, in fact it’s downright simple.

  • The easy should be seamless.
  • The difficult should be easy.
  • Getting to a human for solutions the system can’t handle yet should be obvious.

What you’re doing should make intuitive sense to someone who has never seen it. If the only people that get it are the ones working on it, start over.

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