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Support Driven Design

by Kevin Hale

Published May 2, 2012 in Design

At Wufoo, everyone has to wear multiple hats in the company and that includes manning the inbox and doing customer support every single week. One of the interesting side effects of having a company where designers, developers and even the accountant has to answer support emails, is that everyone has a stake in making sure application is as easy to use as possible. We've called this approach to creating software Support Driven Development and in this talk I'll share how this model transformed every member of their company to be dedicated to the principles of clarity and simplicity.

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