Why customers never get what they expect

The illustration of various trees below has been used to describe everything from software to business management.  It's a classic and true depiction of miscommunication.  And, when we look at the different trees to explain our customers' experience, it's no wonder customers never get what they expect.  And what's worse, it's frighteningly accurate.


So, how can customers what they expect?  The designers, engineers, managers, etc. must all talk to customers about designs.... BEFORE any product is engineered or any code is written.   Communicate relentlessly.  Iterate constantly.

Jungle Gym Labs

Typical Tire Swing Picture Circa 1970. Chapman, Alan. "Tree Swing Pictures."  http://www.businessballs.com/treeswing.htm August 2014