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Dysfunctional Products Come from Dysfunctional Organizations – HBR

Dysfunctional Products Come from Dysfunctional Organizations – HBR Visual thinking is an antidote. Producing great products isn’t just about...

Producing great products isn’t just about creativity and execution. It’s also about organizational alignment. Let me tell you a quick story. One of my alumni, Eli, recently finished a contract with a government transportation agency. She had been tasked with spending time with the agency’s customers – regular citizens – to identify usability issues in their mobile app. She had quickly discovered that the app was basically a trainwreck. People couldn’t understand how to use it, frequently lost money during the ticket purchasing process, and often got frustrated attempting to pay bus fare with an electronic ticket.