What would happen if IDEO addressed the DCIM market?

The Economist has an article on how voluntary and public sector companies are reaching out to IDEO to design their services.

A growing proportion of IDEO’s work in re-engineering services is for NGOs and governments. Oxfam employed the firm to redesign its core product, gift-giving. Singapore asked it to revamp its system for handling applications for work permits. Often, it is not exactly rocket science: make forms easier to fill in, make each step in the process clearer and less prone to errors, and so on. But, as anyone who has ever applied for a United States visa (let alone an Indian one) will know, governments can be startlingly poor at designing their processes and serving their customers.

Wouldn't it be refreshing if DCIM companies used IDEO's approach?

A growing proportion of IDEO’s work in re-engineering services is for NGOs and governments. Oxfam employed the firm to redesign its core product, gift-giving. Singapore asked it to revamp its system for handling applications for work permits. Often, it is not exactly rocket science: make forms easier to fill in, make each step in the process clearer and less prone to errors, and so on. But, as anyone who has ever applied for a United States visa (let alone an Indian one) will know, governments can be startlingly poor at designing their processes and serving their customers.

But, part of the mind flip is the mind flip that users know better than the creators.

Rich countries’ welfare states were designed for a more homogeneous and deferential society in which most people accepted that the men in the ministry knew best. Now, the public rightly expect better, but governments constantly fail to live up to their demands. Since public agencies have generated so few good ideas of their own, a bit of outside help would appear to be worth trying.

How many DCIM vendors focus on you being right and they need to design the software to live up to your demands?

If you hear the words customization.  Run.  Run quickly.  As customization almost always leads you to more costs, more time, and more frustration.