Authors:
Ruth Neubauer
This past year, I was surprised to find myself having a really bad customer experience with my mobile Internet provider. As a customer, I always try to draw lessons from the experiences I have, as they inspire and inform my own design work. On this occasion, I found such an intriguing mix of things that could—and did—go wrong, that it inspired me to write this article. My intent? To make the best of this miserable situation and pass on these lessons to current and future customer experience (CX) designers. Insights → Actor-network theory (ANT) helps designers to understand…
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