Are you focused on making work better for those who buy it, or did you get distracted?

We create design patterns because it helps users know how to use things. Not because it makes the life of designers easier. When a designer defends a pattern when breaking it would make things easier for users, the designer lost focus.

We create SOPs and productised services because it enables teams to deliver more value with less cost (to the customer). Not because it could make hiring cheaper or fulfilment easier. When a team cries “it’s not protocol” in response to a customer’s cry for help, the team lost focus.

Making our work better for those who buy it is a winning strategy.

It’s easy to lose focus and get caught up with revering patterns and protocols over customers.