Clear and interesting names is extremely good customer experience. Most companies name their products straight from the ERP system, creating incomprehensible codes that sounds like they come from Star Trek.
Ikea has pioneered so much within service design (design beyond the actual product). The in-store journey, the self-assembly, the assembly instructions, clear naming, clear product display, in-store restaurant experience. The list goes on.
After Ingvar Kamprad retired, he continued travelling the world to do store inspections. Full-day walkthroughs that started in the morning at the loading bay and continued throughout the store. Everything was inspected and a list of follow-up actions was created for the store manager.
Reminded me of something not as bad as that, but: another Japanese company (Shimano) also has confusing (to my American brain) product progression.
Currently, their road groupsets rank like this (low to high):
Claris (8-speed)
Sora (9-speed)
Tiagra (10-speed)
105 (12-speed, available in both mechanical and electronic)
Ultegra (12-speed, electronic)
Dura-Ace (12-speed, electronic)
More niche, but Ltwoo (Chinese bicycle parts maker) uses "R9" for its 11-speed groupset offering and "RX" for its 12-speed.
My guess is just that they are quite serious about user testing the manuals. 3-4 iterations and you're good to go. Many companies would never imagine that you could test manuals.
“Journey” is an interesting way to frame purposefully creating an incomprehensible maze to force end users to walk through the entire warehouse. One of the worse “clever” design philosophies I’ve seen, it’s actively user hostile
Ikea has pioneered so much within service design (design beyond the actual product). The in-store journey, the self-assembly, the assembly instructions, clear naming, clear product display, in-store restaurant experience. The list goes on.
After Ingvar Kamprad retired, he continued travelling the world to do store inspections. Full-day walkthroughs that started in the morning at the loading bay and continued throughout the store. Everything was inspected and a list of follow-up actions was created for the store manager.