In any project or effort, there is big vision, small details and everything in between. It all matters, but it’s the details that are most noticed by the end user.
Well, not so much noticed as felt. This is an important distinction.
What is felt is delight…or annoyance. Clarity…or confusion. Satisfaction…or stupidity.
It would be one thing if the customer intellectualized what didn’t work. But most often, they feel lazy, tired or stupid. In The Design of Everyday Things, author Donald Norman explains that people tend to blame themselves when something doesn’t work, even if the flaw is in the design.