Value demand is “contact between user and service provider that’s about doing the thing the service is intended to do”. Failure demand is “contact that results from a problem with the service”. The difference between the two is essential. Think of chatbots, for example. Most are, once you think about it, meant to address failure demand. That’s getting it backwards. We should seek to reduce failure demand at its source, not come up with ways of serving it more efficiently. Stephen Gill’s blogpost delivers a neat summary of the idea, definitely worth a read.
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