MKT.5:10 - Architectural Rationale

Customer experience is wider than the provider’s interface and is produced in a person’s encounters within a broader situation. A provider therefore needs both constructive design of contributing conditions and inquiry into the response. Keeping these contributions distinct makes correction possible: a missing condition, a mistaken expectation and a different felt response do not call for the same remedy.

The concept joins contributions without taking over their professional methods. It can select a direction for engineering, operations and learning work, while their actual results determine what can be promised and supplied.