In Sketching the Future of Innovation Dave Pollard writes today:
If we critiqued books the way we critique technologies, the reviews would all be about the binding and the type font. We need to start critiquing all products by the quality of the user experiences they deliver, not by their features.
What’s the “user experience” engendered by your local electric cooperative?; indeed, by Meralco?
The ERC measures things like tariff levels. In an attempt to look at user experiences, they even measure outage frequency and duration and require consumer desks be instituted at each utility. But they are still looking at the fonts and the book binding, in my opinion.
Here’s a key question: Is there a want or need that electric customers are not now getting? Focusing on THAT is how the utilities will really improve on the user experience.