Is it really 20 years since I set up Effortmark? 1994 seems both a long time ago, and very recent.
Some things have changed: these days, we talk about ‘design thinking’, ‘service design’, ‘user experience’. Then, it was ‘customer focus’, ‘business process engineering’ and ‘human-computer interaction’.
But some things definitely haven’t: my work then and now is about focusing on people, on what computers are for rather than how they work, and most of all on better forms and surveys.