Give Users a Face to Foster Empathy (Users Aren’t Software Developers’ Enemies)
A story from the technical writing field
Software development is a rush, by definition. Challenges are constant. When first releases are issued, many expected behaviors are unicorns.
In this stressful environment, the primary focus is on making it work. Developers’ discomfort can be so oppressive that software users become ungrateful people – almost enemies – who don’t understand and respect how complex software development is and make absurd claims.
Yet, users pay for the software, so their needs are the only relevant matter, and considering them enemies is a nonsense game. Emotions are essential in this game, where problem and solution are profoundly misaligned. Let’s explore them.
The divergence
In my experience as a technical writer, interviewing software developers shows a recurrent challenge. They assume that the software is the value users pay them, which is the root of the divergence.
Supposing that software brings value to its users is like being convinced that money is the value of a commercial transaction. Both are mistakes where cause and effect are mixed up. Both root in the divergence between problem and solution.
