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Scenario-Focused Engineering: A toolbox for innovation and customer-centricity by Drew Fletcher, Austina De Bonte

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Chapter 1. Why delight matters

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Why does delight matter? For many human reasons, of course: the need for joy, as an antidote for loneliness or boredom, as a prompt for action or contemplation. And for software engineers, delight is also at play in their relationship with their customers. This chapter makes the case that satisfying customers with a solid, useful, usable product is no longer good enough. To compete effectively in today’s marketplace, you have to take your work to the next level and delight your customers on an emotional level.

A car story

On my drive to work today, I looked in the rearview mirror and saw a smile on my face. Just ...

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