Somewhere our there right now is a guy designing another set of Interactive Voice Response (IVR) prompts. With absolutely no appreciation for the irony, he works in the Customer Service department. He most likely works hard, means well and doesn't consider his work to be evil. He probably takes pride in his work, after all there is a good reason for each of these prompts. To route inquiries to the right department, to track volumes by category, etc.
Of course not. So what happened?
Inside out thinking is what happened. From the inside out every one of those prompts make sense. They solve a problem, or enhance a report, or reflect the corporate organization chart. And there will probably be another release in a few months that brings new prompts to solve new problems.
But from the outside in, from a customer perspective, everything looks different.
Do you ever try to access your company or department as a customer? How does your service look from an outside in perspective?