When Customer Journeys Don’t Work: Arcs, Loops, & Terrain An Article by Stephen P. Anderson stephenanderson.medium.com Thinking [in terms of loops and arcs] allows us to let go of a specific journey or sequence, and imagine dozens of scenarios and possible sequences in which these skills can be learned. This doesn’t mean there aren’t more fundamental skills that other skills build upon, but we can let go the tyranny of how, precisely, a person will move through a system. We’re free to zoom in and obsess on these loops, which does two things for us: Approach the design of a system as the design of these as small but significant moments of learning. Consider the many ways these loops might be sequenced, with the exact order being less important. uxsystemsfeedbackgames
Their wrongness is somehow more immediate In general, a successful design, which Alexander terms a good fit between form and context, can be declared only when we can detect no more [points that conform to the standard against which we judge]. It is "departures from the norm which stand out in our minds, rather than the norm itself. Their wrongness is somehow more immediate than the rightness." Henry Petroski, The Evolution of Useful Things Notes on the Synthesis of Form