Analogies about proximity are beguiling but misleading. They’re all hat and no cattle. Streamlining the ticket office won't make your trains run on time, and yo

Analogies about proximity are beguiling but misleading. They’re all hat and no cattle. Streamlining the ticket office won't make your trains run on time, and you can’t just put more lipstick on a dead pig, since ultimately it lets the tail wag the dog. Which is to say, a great user experience comes from the heart, not the skin, of your product.