Matt Watkinson

“When Sony was introducing the boom box, the company gathered a group of potential customers and held a focus group on what colour the new product should be: black or yellow. After some discussion among the group of likely buyers, everyone agreed that consumers would better respond to yellow. After the session, the facilitator thanked the group, and then mentioned that, as a bonus, they were welcome to take a free boom box on the way out. There were two piles of boom boxes: yellow and black. Every person took a black boom box.’5 Clearly what people say isn’t always a true reflection of what they think, so we need a way of getting into these shadowy issues and seeing how they affect the customer’s goals.”
― Matt Watkinson, The Ten Principles Behind Great Customer Experiences

“When decision-makers look at each part of a business in isolation they usually aren’t aware of how individual decisions can add up to unintended and undesirable outcomes.”
― Matt Watkinson, The Grid: The Decision-making Tool for Every Business