Who are we doing this for, anyway?

Building any kind of functioning service requires an initial assemblage of assumptions. Who’s the user? What do they expect in the way of service and interaction? Where do we start to engage them in the enterprise? I’ve always been a strong believer in diverse work teams, with a variety of backgrounds and experience brought to the table. Of course the messy part of diversity comes when there’s a need to come to some consensus about priorities and approaches.

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