> Customer delight isn’t something we add to our projects. It’s what’s left if we don’t ruin it.
my anecdotal experience in this is that getting back X (customer delight / curiosity etc) once you’ve ruined it will usually take longer / be more costly than having just not ruined it in the first place.
also, at some point you will ruin it. at that point it’s a question of by how much and if you choose to un-ruin it.
sometimes doing nothing is a more useful skill than doing something.
my anecdotal experience in this is that getting back X (customer delight / curiosity etc) once you’ve ruined it will usually take longer / be more costly than having just not ruined it in the first place.
also, at some point you will ruin it. at that point it’s a question of by how much and if you choose to un-ruin it.
sometimes doing nothing is a more useful skill than doing something.