Engineering Through Empathy

I’ve spent the last several hours stretching the capabilities of apps like Garage Band and Audacity to achieve a task they weren’t really meant to handle. They do very well with their intended tasks, but they leave quite a bit to be desired when used in the way I need. I can cut audio and shift it to another track with a different gain and effects and all that. I can shift clips relative to each other in time. But, the one thing I need that neither tool does at all is to organize discrete clips with tagging and/or annotations on each clip. This way, instead of starting with 2-3hrs of contiguous recorded time and removing irrelevant segments to distill down to an hour for production, we might consider cutting the whole into a number of clips and constructing a narrative by arranging clips to convey a cohesive theme.

For those who haven’t ever needed to edit audio for a podcast, what I’m really talking about here is the process of designing interactivity features based on experiencing first hand the frustration of an unfulfilled need. There is no clearer perspective on the possible solutions than that of a dissatisfied user who is also an experienced design professional. This is the closest we can ever hope to get to the feedback source. One of the most challenging aspects of product development is connecting with the users in a way that bridges the divide in communication between user and developer. Inevitably, users lack an understanding of the basic language, the terminology we use to describe behavior we see.

I have been accused of many things, far too many and risque to describe here. One thing I have never been called is cold and indifferent. I care. Anyone who sees the fruits of my labor or talks to me for 2mins can see this to be true. I might let some hacky shit find its way into a production app for all to see, but that doesn’t mean I didn’t notice it, nor that I expect it will survive more than a week at it is. Product development is at its core adaptive. We build what is needed. There is no ego. We react to the customer. Delivering core behavior is the first and last goal of any engineer’s effort. We may not always immediately understand your core problem, but as we interact with you, we learn more about your needs, that we might better serve them. Product engineering is 75% empathy, 25% gravitas. If we don’t understand and relate to the core pain point, we could never hope to solve the underlying problem effectively.

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