"If a customer’s total experience
surrounding a product is bad, it can supersede
everything else about the product, even its
outstanding design."

Why Good Design Doesn’t
Always Guarantee Success

This is relevant to our class because it brings into effect an aspect of design that we haven't talked about too much but is still very important. The design of something has to work well with other non-controllable factors for the entire experience of the user to go well.