“It avoids being fashionable and therefore never appears antiquated. Unlike fashionable design, it lasts many years – even in today’s throwaway society.” Dieter Rams Design Principle number 7.
When a service process captures the ‘what has to happen’ without getting too bogged down in the ‘how it happens now’, it lasts. It stays meaningful, and as a result stays useful, and used.
This is possible because human beings are very good at grasping an overall structure, and very good at flexing themselves around it to deal with a specific situation.
So let them. In a service business, variation is information.
