There is often discussion about project and product failures and all sorts of statistics that would tell you about the need to manage people, process and delivery. Without doubt some projects fail for technical reasons, but my experience is that it can be easy to predict failure simply by looking at the management and tools.
If you bought self-assembly furniture you'd expect tools, a guide and the components. Now it may well be that the components are faulty, but I suggest that it is often the case that the tools are absent or not used correctly, or the guide is missing or not understood. Any deficiency results in problems and costs.
Design is about form and function, it is about process and product. It is the end-to-end process from concept to creation through to user experience. Ikea design for example is not solely about a chair but about the processes that lead to the construction of a chair and the later benefits of having a chair.
It is really important for product and service providers, and project managers who combine both, to understand the importance of process, product, outcome and experience to overall success.
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