However, that dark side or empathy comes up again and again. Our empathy for customers results in unnecessarily harsh judgements. We judge the people who did the work that preceded us, the people that run the companies we work for, the people that we work with on a day to day basis.
I was once speaking with a friend about a usability review of a website he’d worked on over a number of years. It was clear that he felt the whole thing was a waste of time. It turns out the problem was that the review contained comments along the lines of “Clearly, no consideration has been given to…”, “It appears that no one has thought about…”, “Not sure what the aim was here.” These comments were certainly coming from the right place: empathy for the customer, but the end result of these comments was that nothing in the usability was going to be acted on.
This friend had worked passionately over a number of years to make his company succeed and had been involved in most of the areas of the website which were being commented on. His response to the comments was something along the lines of “F*** them. They clearly don’t understand the challenges and thinking that went into those pages. They didn’t even ask about it. We’re not changing anything.”