The innovation-killing habit you don't realise you have

摘要

We’ve all known the feeling when things just don’t work as we want them to. When we have togo through a series of tedious messages and options to reach the right person at the call centre.When we’re told what we can or can’t have, and then remember that we’re supposed to be thecustomer. Or when a product or service fails to meet the needs of significant groups in societyfrom women to the young to the elderly, as though no one thought they were there. Or in theoffice when we spend time creating workarounds for (or just cursing) the system that "they"promised was the last word in productivity.