> Customers don't care how "well designed" (graphically AND in "how it works") a service is, if that service does nothing useful for them.
This is a good point; the value proposition is independent of design. And in fact if the value proposition is strong enough than people will fight through terrible design as long as it minimally works. However for most products the value is either middling or else obscured by novelty (often the case with new tech), and this is where bad design can sink a viable product by frustrating too many people, or great design can flip the viral coefficient to positive growth by increasing conversions of casual visitors.
This is a good point; the value proposition is independent of design. And in fact if the value proposition is strong enough than people will fight through terrible design as long as it minimally works. However for most products the value is either middling or else obscured by novelty (often the case with new tech), and this is where bad design can sink a viable product by frustrating too many people, or great design can flip the viral coefficient to positive growth by increasing conversions of casual visitors.
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