How IBM, Intuit, and Rich Products Became More Customer-Centric
Harvard Business Review
JUNE 17, 2015
Phil Gilbert , general manager of IBM Design: “In design thinking, you need to listen to the people doing the job, while in continuous delivery you don’t need to talk to users; you just monitor what they do on the web.” But as Intuit grew, informality and entrepreneurship began to morph into procedure and bureaucracy.
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