I was speaking with an interaction designer at Thinktiv the opposite day. He’d been managing a specific client engagement, and was remarking at the inability of that individual client to keep in mind a design decision from each day. He wasn’t complaining; he was mostly reflective, and wondering why the customer was unable to succeed in 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: