The customer is a stranger and humans are not used to paying so much attention to the needs of strangers. The organisation is a tribe, and each department or division is its own sub-tribe. It’s so much easier and more comfortable to be organization-centric.

This reminds me of Dave Gray’s excellent Culture and Change talk at DareConf 2013. Dolphin Department vs. Shark Corp; understanding the organisation’s culture and its potential for resisting change…

Shark Corp; Dolphin Department

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I blog about how to collaborate to design simple, usable and inclusive information experiences that make the lives of customers easier. Read more in the blog Categories and Tags.

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