One of my big time complaints about UX is the lack of reflexivity for end-users and support technicians.
As a college student, I worked part-time for the campus IT department. My job mostly consisted of responding to support tickets that came into our system. Around 90% of these requests required me to initiate a remote desktop connection with the client. Never in a million years could I simply understand the problem that the user was experiencing by their explanation.
So why on earth are there so many systems in place that don't offer a user-perspective view of the data? I'm not just scoping this problem to the world of IT - I've experienced this problem from both the support technician and end-user standpoint in sales, support, and education.
As a college student, I worked part-time for the campus IT department. My job mostly consisted of responding to support tickets that came into our system. Around 90% of these requests required me to initiate a remote desktop connection with the client. Never in a million years could I simply understand the problem that the user was experiencing by their explanation.
So why on earth are there so many systems in place that don't offer a user-perspective view of the data? I'm not just scoping this problem to the world of IT - I've experienced this problem from both the support technician and end-user standpoint in sales, support, and education.