My blog’s been going for 14 years (including the blog at the old location), and it seems I’ve posted many times on the topic of developers engaging directly with their end users. I’ve strongly recommended it many, many times.
I’m not talking about sitting in meeting rooms asking “What software would you like us to build?” That’s the wrong question. If your goal is to build effective solutions, we need to build a good understanding of the problems we’re setting out to solve.
My whole approach to software development is driven by problems – understanding them, designing solutions for them, testing those solutions in the real (or as real as possible) world, and feeding back lessons learned into the next design iteration.
That, to me, is software development.
And I’ve long held that to really understand our end users, we must become them. Even if it’s just for a short time. We need to walk a mile in their shoes, eat our own dog food, and any other euphamism for experiencing what it’s like to do their job using our software.
Traditional business and requirements analysis techniques – with which I’m very familiar – are completely inadequate to the task. No number of meetings, boxes and arrows, glossaries and other analysis paraphernalia will come close to seeing it and experiencing it for yourself.
And every time I say this, developers nod their heads and agree that this is sage advice indeed. And then they don’t do it. Ever.
In fact, many developers – at the suggestion of spending time actually embedded in the business, seeing how the busness works and the problems the business faces – run a mile in the opposite direction. Which is a real shame, because this really is – hands down – the most useful thing we could do. Trying to solve problems we don’t understand is a road to nowhere.
So, I’ll say it again – and keep saying it.
Developers – that’s you, probably – need to spend real, quality time embedded with their end users, seeing how they work, seeing how they use our software, and experiencing all of that for ourselves. It should be a regular thing. It should be the norm. Don’t let a business analyst take your place. Experienccing it second or third-hand is no substitute for the real thing. If the goal is to get the problem into your head, then your head really needs to be there.
If your software is used internally within the business, embed in those teams. If your software’s used by external customers, become one of them. And spend time in the sales team. Spend time in the support team. Spend time in the marketing team. Find out for yourself what it’s really like to live with the software you create. I’m always amazed at how many dev teams literally have no idea.
Likely as not, it will radically transform the way you think about your product and your development processes.