Design Thinking The Apple Store
My iPhone 6 went funky on me last week, a product failure that sent me running to my local Apple store. My phone’s speaker was on the fritz, and callers’ voices were tinny. Moreover, “Jon, are you there?” wasn’t a situation I could ignore. Bad product experiences spark bad customer reactions — like buying someone else’s product. But here’s the rub: how Apple handled this failure showed its genius at curating the customer experience and Design Thinking.