Have you ever had a great meal at a restaurant, but the service was so horrible that your entire experience was poor? This simple example illustrates the importance of end to end user experiences. It is not enough to create an excellent product; companies must strive for excellence everywhere users interact with them.
When was the last time you got something right the very first time? For me, and I expect most people, it’s an extremely rare event. Often, the simplest of misses can come back to haunt you – or they can be a great source of what I like to call that “duh moment” in product development.