Bad decisions add cognitive load to the organization without providing value to the user. Examples include:
- Bad HR policies.
- A business leader within the organization wants the website or app of his business unit to look different. The user does not care.
- Building a confused organization structure/hierarchy. The user does not care. For example, the Twitter Fail Whale image had birds flying in different directions.
- Choosing a sub-optimal stack because developers in that stack are more cost-effective to hire.
- Building a low-trust work environment
“Low margin businesses (eg many media biz) often create an internal culture of ‘survival of the fittest’, where different divisions compete, viciously, to eke out another 0.5% profit. Makes digital transformation even harder…”– Alex Watson, Ex Head of Product at BBC.