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What the system doesn’t see
By Robert Woolf
As a service designer, I often hear stories that don’t align with the brief I’ve been given. It’s not anyone’s fault, it’s often why I’ve been commissioned, but what people say they do (or think they do) often differs greatly from their actual behaviour. For some people, attitudes are more important than facts. If they believe something to be true, for them, it may as well be. However, gaps between perception and reality can be very dangerous for anyone stuck in those gaps, especially if those gaps are not of their making. To bring this…