Bridging Design and Product Perspectives: The role of the customer economics matrix

Innovation thrives at the intersection of disciplines. Just as ecotones – the area where two ecosystems meet – foster unique species and incredible diversity, forming a diverse team is the top predictor of increased solution quality and implementation success. Collaboration between service designers and product managers can lead to novel solutions that balance customer needs and economic sustainability. However, misalignment often arises when designers focus on user experience, while product managers prioritise financial viability. Collaboration stalls, frustrations arise and users suffer with suboptimal solutions.