Educational institutions suffer a similar problem . it is no coincidence that the spread of mass public education coincided with the industrial revolution .families moved from rural areas to cities to work in factories . children
needed to be cared for while their parents worked , and they needed to be educated ( although some children ended up working in factories , too .）
the style of this mass education matched the jobs the children were likely to get in the factories , requiring them to sit still , be quiet , do what they were told , and learn tasks by rote and routine . if you compare a classroom and its rows desks with a sweatshop and its rows of sewing machines , the resemblance is not a coincidence .

The project team must then align insights from backstage staff with customer needs and define where in the customer journey the experience
breaks down or great opportunities exist . where do channels and technologies play well together to produce value , and when do they run counter to each other finally , you will design or write the design specification for all of the touchpoints