Ron Johnson Doesn’t Know What Customers Want

Here’s a quick article about the problems Ron Johnson had at JCPenney: Ron Johnson Didn’t Understand Apple. The post is not about playability per se, but at this point in history, “playbility” won’t be what users are asking for. Jobs had it right (and this article parses it well): users know what their problems are, but they don’t know the solutions. That’s our job, and that’s where playability can help in the enterprise.