Peter Murray
Why and When Convenience of Service Matters | UX Magazine -
Pull quote: "   Technology and innovative design have made many products and services more predictable and efficient, the two lower levels of Different's 7 Essentials of Customer Experience. Convenience, the next essential of customer experience, is a critical factor in determining how customers make decisions about what to buy, what services to use, where to go, and with whom to engage. Conventional wisdom says that convenience is a factor of time and effort. On the surface, that’s true, but if you dig a little deeper to fully understand service convenience, you need to consider another factor: perception." - Peter Murray