Valuable, many times over

Dan is having issues with his phone carriers, spending 4 hours on the phone to fix an issue:

The whole process was evidence of a lack of thought and care for the customer. They simply didn’t care enough. It’s possible to build great user experiences, it just takes time and deliberate care when doing so.

I feel like some people in my role find it’s easier not to care.

They say, “if it makes my job easier this one time, that’s more valuable to me than making the customer’s life easier many times over.”

It reminds me to be diligent when creating processes for products.

I honestly care about the things I make, and know the customer cares too.