About a year ago I wrote ‘It Should Just Make Sense’ and after a bit of thinking, I have a refinement to it:
Make complex, simple
Make simple, effortless
Make effortless, preemptively helpful
Not everything is simple in nature but can the execution and the customer experience be easy or easier? Sure it can, of course it can. But it’s the getting there that takes effort and thinking. It takes lots of exploring ‘what if’ questions to break ‘we’ve always done it this way’ thinking to get back to what customers want and as a business you want to deliver.