r+d

Sometimes enough parts of the organism aren't connected to each another. And so when we'd spend part of our day interacting with a customer in support, we would notice something. That's a flaw. Like a design flaw. To what we're doing. Later on in the day we're in the mode of being system architects and designing the system. So that feedback loop, when it's all in my brain, is a perfect feedback loop because it's the same brain seeing all these things.In a big company, you have to construct artificial ways to get information that your support people are seeing and connect that to other people that are making design decisions and architectural decisions about what you're doing. Anything you come up with is artificial and difficult.

I wasn't quite ready for how quickly I would lose track of and lose feel of seeing through the customer's eyes and knowing what they are doing and just inherently knowing what the next biggest problem is. Instead you have to be in a mode where you have to ask someone "What's the biggest support challenge right now with the product suite?" For me to even say those words, there was a point in my life where that would sound absurd. That would sound absurd for me to say that. But inside of a big company, that's kind of the mode you have to be in. That's the price you pay for having all this manpower.