In most people’s vocabularies, design means veneer. It’s interior decorating. It’s the fabric of the curtains and the sofa. But to me, nothing could be further from the meaning of design. Design is the fundamental soul of a man-made creation that ends up expressing itself in successive outer layers of the product or service

Few outside the tech teams grasped what was involved in building the software needed for digital campaigns. Crazy deadlines, unrealistic expectations, ill-considered and even ill-advised requirements led to ever-more “inventive” technical solutions. Then, when the last-minute hack they had to cobble together failed to stand up to the traffic they never promised it would, developers were cursed and vilified.