When you are in the product development world, you become immersed in your own stuff, and it’s hard to keep in mind the fact that the customers you go out and see spend very little time with your product,” says Dowell. “They know the experience of it then and there. But they don’t have any history with it, and it’s hard for them to imagine a future with it, especially if it’s something very different “…” It looked different. There was nothing familiar about it. Maybe the word ‘ugly’ was just a proxy for ‘different.’

— Blink: The Power of Thinking Without Thinking by Malcolm Gladwell