In 2015, I had a short-term role as a software developer on a global creative product. While the development team focused on creating innovative features, a small support team diligently addressed user inquiries and resolved issues. This stark contrast highlighted a crucial disconnect: our focus on technical prowess often overshadowed the actual user experience.
Developers and designers possess the technical expertise to build functional software. However, our desire to showcase innovative features can lead to unintended consequences. We often assume users will intuitively understand our design choices, overlooking the potential for confusion. This is why direct experience with real users is invaluable for every developer and product designer.
By actively listening to user problems and observing their interactions with the software, developers gain a deeper understanding of their target audience. This firsthand experience provides invaluable insights into user behaviour, motivations, and pain points. While not requiring expertise in UX, this experience fosters empathy and encourages a user-centric approach to development.
One notable example of this approach is the initiative implemented by Jon Air. He mandated a three-month period where developers would transition to the support team. This immersive experience exposed developers to the realities of user interactions, forcing them to confront the challenges and frustrations users encounter.
I believe that incorporating a period of user support into a developer’s career trajectory can significantly enhance their understanding of user needs. This valuable experience can be a key differentiator in job interviews, showcasing a unique perspective and a commitment to user-centric design.
While I did not personally participate in this program, I strongly advocate for its implementation. I believe that developers who have experienced the challenges of user support firsthand are better equipped to create truly user-friendly and effective software.
