How can we—both design practitioners and product and service providers—be better at understanding concepts and perspectives for going beyond traditional customer-centricity?

In my decades of design work, collaborating with a wide variety of people from all kinds of disciplinary backgrounds, I’ve noticed that the attitudes most helpful for doing good design work are often reversals of conventional virtues.

Experience Mesh is a simple sense-making technique driven by a storytelling activity that combines multiple actors’ stories in one single view of a service experience.