Empathy from experience

One of the biggest side effects of attempting to build good technology products over the years is developing significantly more empathy for people attempting to build something useful.

I used to have more scathing/sarcastic remarks in the past. Today, I get many of those from frustrated users – and I understand. I’ve been there.

It all looks so simple from the outside. Why can’t people get what feels like basic things right?

But when you’re in the thick of it, you’re fighting all kinds of odd constraints and broken systems. And, perhaps, most of all, you’re navigating a sea of humans with different agendas and interests.

That isn’t to say every person building is making the right calls. There’s a lot of judgment involved and some people definitely do it a lot better than others.

But things always look easier from the outside. And it’s just so much easier to comment than build.