On Jun 18, 2009, at 1:19 PM, Vishal Iyer wrote:
Business model is most definitely *not* a part of design
Wow. This statement made me choke on my ale (I'm in London).
Business model is definitely part of the customer experience, as Jeff
Bezos so admirably pointed out:
http://www.businessweek.com/magazine/content/09_09/b4121034637296.htm
""Internally, customer service is a component of customer experience,"
he says. "Customer experience includes having the lowest price, having
the fastest delivery, having it reliable enough so that you don't need
to contact [anyone]. Then you save customer service for those truly
unusual situations. You know, I got my book and it's missing pages 47
through 58," he says, breaking into a booming laugh."
Business model is very much the success of iPod -- the chain of
services that allow you to easily acquire music and get it on your
player.
Business model is the thing thwarting Tivo's success, no matter how
brilliant it's user interface design.
We as designers have a lot to contribute toward thinking through
business model implications.
--peter
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