What is a user anyway?
TJ Harrop

Totally agree with you we should be looking at the whole user journey. Including what to do if you find your jumper has a hole in it and you need to take it back… Seriously, though, we should also make sure we consider these ‘after sale’ customer service-type transactions, and help design the systems consistently for both the customer the staff using them. For example, if on all customer-facing design we consistently call it a jumper and not a sweater that’s great. But if it’s referred to as a jersey in the back end, that’s no good.