Right or wrong, companies who care little about the design of a customer’s experience are often thought to care little about its customers. Poor design encourages people to believe in a brand’s ham-handedness, in its cloth-eared reluctance to listen and respond. If openness, communication, and accountability are the bellwethers of clarity, then poor design is a smudge—a flaw that seems to hide rather than reveal. That was the problem with my breakage scenario: The marketing guy preferred to hide from people, withholding information and feigning incompetence rather than fulfilling what seemed to be a sincere obligation.
via Dustin Curtis – The Clear War by Kevin Mattice. A designer’s job is provide a seamless experience not to trick customers.