Designing better systems

It’s never a bad idea to consider improvements to how your business interacts with those it serves.

Designing a better system overall involves hard decisions and tradeoffs.

Ultimately, if done well, the customer gets a better experience.

The key there though, is ultimately.

If you’re making changes and detracting from what the customer takes away during the process, make sure she knows why the experience has been diminished and how long the “work in progress” signs will be up.

Trying to mask this or sweep it under the rug so customers don’t leave during this stage is actually a better way to lose them than to make sure they know what’s going on and allow them to decide the tradeoffs for themselves.

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