Jim Wicks talks about the changing design culture at Motorola.
“So, I don’t see the customer experience as a vast amount of things. It’s about how you feel about your device; it’s about the physical piece; it’s about the software in your fist; it’s about the connectivity to services. These things make up the whole experience, and the desirability of the physical device is a big piece of that. We found that an operator–meaning a wireless company–can drive more people to the new devices it offers because of the new services on these devices. But people start by immediately liking what they see, and then they start to grow into the new services and realize all these other aspects of the experience.”
Link: Weaving Design into Motorola’s Fabric (id.iit.edu)