Point of View: The journey's the destination

This short article argues that superficial changes in terminology do not impact on user experience, using as an example the London Underground's decision to stop referring to "passengers", calling them "customers" instead.

Point of View: The journey's the destination

Dave TrottThe Gate London

You know how a little thing can upset you?

Not because it's a big deal, just because you come in contact with it on a daily basis.

For me, that annoying little thing is a recorded voice on the Tube.

Every time the train comes into Hampstead.

"At the next station the last set of doors will not open. Customers should use the doors at the front of the carriage to leave the train."

Just one particular word here always grates on me.

'Customers'.

About fifteen years...

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