🚗 The Story: When Volkswagen Took a Step Back to Move Forward (Originally published on LinkedIn. Updated for this blog.)

In 2023, Volkswagen made a quiet, powerful move that stood out in an industry often driven by trends: they listened. After launching a sleek, tech-heavy lineup with touch-sensitive controls and minimal buttons, they faced significant customer pushback. Drivers missed the tactile feel of physical buttons — especially for frequently used features like volume and climate control.

And so, Volkswagen reversed course. In their next models, they brought back physical controls.

This wasn't just about design. It was a reminder of the power of listening to the voice of the customer.

A futuristic car dashboard showcases a sophisticated touchscreen interface, where a hand engages to manage vehicle functions, merging sleek digital innovation with an intuitive design.

Why This Matters — In Projects and Service Delivery

Whether you're designing a car dashboard or implementing a new service workflow, there's a universal truth:

What works in theory means nothing if it frustrates the end user.

In operations and continuous improvement, we often push for automation, sleek interfaces, or clever process hacks — but when those changes ignore usability or real-world friction, adoption drops and satisfaction suffers.

🎯 The Takeaways for Leaders, Designers, and Practitioners

• Listening is a design principle — not an afterthought

• Data and dashboards can’t always capture what customers feel

• Reversals aren’t failures — they’re evidence of maturity

• Physical experience still matters, even in digital systems

  
  

This applies across industries. Whether it’s a helpdesk workflow or a process change, voice of the customer (VoC) should inform not just design — but redesign.

💬 Final Thought

Volkswagen’s move wasn’t trendy — it was humble.

In a world full of high-tech noise, listening is your sharpest tool.