Let’s start by stating the obvious: no organization sets out to create a bad user experience (UX). Yet, poor user experiences frequently happen. Enter the Piñata Effect.
As many of us know about piñatas, they are filled with candy – and everyone wants the candy. Each boy or girl is blindfolded and given a baton, spun in a circle and told to strike the piñata. Sometimes we get a satisfying swing of the bat, hit a leg, and a few candies tumble to the floor....