“Don’t think companies haven’t studied how far they can take things in providing the minimal level of service,” Mr. Robbins said. “Some organizations have even monetized it by intentionally engineering it so you have to wait an hour at least to speak to someone in support, and while you are on hold, you’re hearing messages like, ‘If you’d like premium support, call this number and for a fee, we will get to you immediately.’”
The Nordic model assumes a rested worker is a productive worker.
“But it’s not just our own history we have to look toward. Too often, we’re unaware of societies that have tackled similar economic problems and taken giant strides forward; without that knowledge, it’s hard to visualize the big changes we need to make.”
Whether it is a signup flow, a multi-view stepper, or a monotonous data entry interface, forms are one of the most important components of digital product design. This article focuses on the common dos and don’ts of form design. Keep in mind that these are general guideline and there are exceptions to every rule.
This is true whether the knowledge worker commands advanced knowledge, like a surgeon, or simple and fairly elementary knowledge, like a junior accountant. In either case it is the knowledge investment that determines whether the employee is productive or not, more than the tools, machines, and capital furnished by an organization. The industrial worker needed the capitalist infinitely more than the capitalist needed the industrial worker–the basis for Marx’s assertion that there would always be a surplus of industrial workers, an “industrial reserve army,” that would make sure that wages could not possibly rise above the subsistence level (probably Marx’s most egregious error). In the knowledge society the most probable assumption for organizations–and certainly the assumption on which they have to conduct their affairs–is that they need knowledge workers far more than knowledge workers need them.