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Johnny Holland Mag: The Democracy of Systems Design:
If Apple had the option, would they replace t… http://t.co/rEzsCMK8 #UX #IA #IxD
If Apple had the option, would they replace their store employees with programmable drones, flash-baked with spunk, knowledge, and an insatiable desire to help patrons find the ideal Apple product(s) for them? Perhaps they would succumb to the over-hyped controllability and precision afforded by robotic employees. Who could blame them? Designing a consistent user experience that hinges on human engagement can be a sticky business. Apple Store employees, like us, are flesh and blood people, with their own agendas, dreams, passions, and personal histories. Homogeneously trained, though they may be, each employee is an individual with the potential to bring as much uniqueness to the job as they wish. Loosely controllable, yet immensely valuable variables in a massive service web, these employees embody a notion I’d like to refer to as the democracy of systems design.

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