Customer driven design The Hawkins, Dubinsky team that brought us the original Palm stand out as hardware folks who truly design products around peoples' needs. This article talks about how they brought in ethnographers to examine how people use cellphones "in the wild" and lived with prototypes and foam mock-ups when designing the new, wonderful Treo. Contrast with Motorola's excrutiation: the V200 Personal Communicator. This horrible device was clearly concocted in some dank R&D lab, never coming into contact with a normal human being, or, one suspects, the light of day. Treo may do quite well (high price tag is a strike against it), V200 communicator will fail.