No Design Is Bad Design

Felix was back at the insurer for the refresh diagnostic. On the afternoon of Martin's meeting, Elliot put the renewal architecture on the screen for him in three slides. Neither of them mentioned the validation meeting.

The first showed the customer journey as a row of pale boxes, the second six applications, the third forty-seven services. Some owned their data; several shared the policy database. Elliot enlarged two boxes near the middle.

“Digital says quote,” he said. “Policy says offer. They mean the same thing, except when they don't…