Customers Included
summary
A water playground called PlayPump receives $16 million in high-profile funding but proves 6x slower than a traditional hand pump (3:07 vs 0:28), installations replace working pumps, and Mozambique research finds no community consultation, leaving villages without water. A retail experiment removes 15% of product from stores at a cost of hundreds of millions and triggers a sales collapse because customers can’t find favorites. A 1997 industry moment frames the alternative: start with a customer experience and work back to technology.
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chapters (5)
- 0:00Introduction
- 0:44PlayPump failure
- 5:15Walmart’s store experiment
- 7:01Steve Jobs on experience
- 9:50Conclusion
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