Bruce Nussbaum relaying an Alice Rawsthorn piece in the NYT that I can't see because I don't have a subscription:
"...design has evolved to design social systems that deliver services and experiences—that can be used to benefit people as well as entertain them. We call it Design Thinking in the US and Britain. Alice calls it “new design,” or “service design.”
You would think that this is common practice now, but if so, why are so many products and service still based on the bottom line and not on a total user experience? Everything I've seen on the topic clearly indicates that you can't just make a product that looks nice or works well. It has to give the user an experience. It has to mean something. That is, if you want any longevity.
via Business Week
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