Tim Brown makes an excellent argument against technology becoming to ubiquitous in the sense that it just solves our tasks without including us in the experience.
The best services are the ones that demand participation, and where this participation becomes an important part of the value created:
- “Any Service organization has got to get over the idea that a great service is something where the consumer doesn’t have to do anything. That’s a really bad service. A great service is where the consumer actually participates, and where they et drawn in, and where they become part of it.” – Tim Brown, IDEO
via Nokia Ideas Project.