Systems Thinking: A Product Is More Than the Product

“A product is actually a service. (…) In reality a product is all about the experience. It is about discovery, purchase, anticipation, opening the package, the very first usage. It is also about continued usage, learning, the need for assistance, updating, maintenance, supplies, and eventual renewal in the form of disposal or exchange.” (Donald A. NormanInteraction Magazine XVI.5 Sep/Oct 2009)

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