Brushing Off: What Hair Salons Taught Me About Client Services
A good haircut is invisible. So is good service.
UXThe show doesn't start when the curtain goes up. It starts when you try to buy the ticket.
When the process of accessing an experience degrades the experience itself. A great lineup of comedians can't compensate for a ticket system that fails its first customer. User experience isn't just the product; it's everything that happens before, during, and after the product.
When the process of accessing an experience degrades the experience itself, extending UX responsibility to everything before and after the product.
