Writer and creative consultant
Writer and creative consultant
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Design for things to break down

So I was vacuuming downstairs like a maniac with the latest Dyson cordless when I accidentally smashed it on the sharp metal corner of one of the Barcelona Chairs.

The LCD screen dinted and died. Which is annoying because the screen shows mode, remaining run time, and everything else you need to know from when to clear a blockage, clean the filtration system, empty the bin.

I called up support expecting the usual ring around, worrying about how the hell I was going to get a stick vacuum cleaner in the mail in the middle of a pandemic.

I didn’t need to worry. I was quickly informed that this Dyson cordless has three core components. Rather than repair them they simply replace the broken component.

And because this Dyson cordless is under warranty, there’s no charge. And a new 2-year warranty on the replacement component that is in stock and on its way this afternoon.

The new component arrived two days later with installation instructions as pictograms. No words, just numbers stepping out the illustrated steps.

Everything breaks down. Everything goes wrong. Everything fucks up.

Design this inevitability into any product or service.

Design any product or service as a system.


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