Design

In a nutshell (TL;DR)By 2009 the user-experience profession had ballooned to hundreds of thousands, yet firms still paid dearly for ignoring its lessons—700 medical-device recalls a year and multi-million-dollar productivity leaks. Smartphones raised public expectations faster than companies could redesign legacy products, exposing a widening “tolerance gap”. Closing it demands rigorous metrics, C-suite commitment and consumer vigilance—continuing the...

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