I was speaking with an interaction designer at Thinktiv the opposite day. He’d been managing a selected client engagement, and was remarking at the inability of that individual client to bear in mind a design decision from everyday. He wasn’t complaining; he was mostly reflective, and wondering why the buyer was unable to reach a way of focus and clarity across the product because it was being designed. The customer was an entrepreneur and founder, and this actual product was to be his company’s flagship offering. Why, then, couldn’t he remember details and conversations and make concrete decisions to transport the product forward?
I’ve heard this, and similar questions, so much within the client service business: