I was recently hired at Automattic as a Design Engineer. All new hires are required to spend three weeks as a Happiness Engineer, answering support tickets for WordPress.com. No exceptions.
I know what youâre thinkingâââa designer, doing support? I wasnât hired for this! Thatâs not my job, this is pointless!
Thatâs where youâd be wrong. Do you know why? Doing support is awesome. Itâs probably the best thing you could have your new hires do. Itâs been tremendously more effective in introducing me to Automattic than any new hire orientation Iâve gone through, and hereâs why.
You learn your product faster
Part of any new job is fumbling around, trying to figure out the ins-and-outs of your product or service. Only now, guess whatââânow you get to do it for someone else! And youâd damn well better do it right!
After two days of training with full-time Happiness Engineers, new employees are thrown right into the fire of support forums and tickets and oh god I donât know anything about domains, I better figure that shit out asap. No sir, I have no idea why your theme isnât working, guess I should set up a test blog and try it out for myself.
Iâm going to be honest: when I started, I had only used WordPress.com a little bit. Iâve always been a self-hosted user. The ridiculous amount of information Iâve crammed into my skull during my three weeks of support about WordPress.com has transformed me into an expert. I know where everything is. I have whole swaths of support documentation memorized. I can refund a dissatisfied user in 30 seconds. Bring it.
It creates empathy for your customers
Unless you completely lack empathy, seeing someone struggle with a difficult task is painful. You want to help. When they succeed, you feel excited. Woohoo!
While doing support, you actually get to experience your customers, in the wild, interacting with your product or service. You get a sense for their workflows, for their habits, and most importantly: where you fall short.
When your customers have trouble doing something, thatâs your fault. But I havenât even started yet! Doesnât matter, still your fault. Own it. This is now your company. If thereâs something that needs fixing, you donât shove your fingers in your ears and insist that itâs not your fault, sorry sir but I only just started, I donât know how to help you. If thereâs something that needs fixing,you try to fix it. If you donât have the power to fix something yet? Bug someone who does.
I think itâs easy to fall into a trap as a designer or a developer where you just design and code in a vacuum. Itâs just you, and your product, and what do you mean other people have to use it? I can use it just fine! Doing support shows you who uses your product or service and how they use it. Itâs not just you anymore.
You feel a greater sense of responsibility
Every single day of my support rotation I had a ticket I just didnât know how to answer. I tried looking through the docs, but I couldnât seem to figure out how to fix a customerâs problem. When that happens, I descended like a starving lion on my support buddy, a full-time Happiness Engineer who was assigned to help me for my three weeks. If he was unavailable, I asked around in our support chat, feeling anxious about not already knowing the answer.
It was kind of pathetic. But thatâs okay, because my buddy, and the rest of the Happiness team, are amazing. They are understanding. They are patient. They are my saviors. They are my friends. You donât want to make life hard for you friends, do you? Youâre not an asshole, right?
If I left my support rotation and went on to design something hard to use or broken, guess whoâs going to feel the heat first? Guess who will need to deal with my mess? My wonderful new Happiness Engineer friends.
Working support instilled within me a greater sense of responsibility. My actions not only affect our huge user base, but also my coworkers. I better damn well make sure anything I push out is going to make lives easier, not harder.
Iâve officially finished my support rotation. Iâm pumped to start designing. I feel like Iâm overflowing with all this creative energy that built up over the past couple weeks of doing support. My last week of support was the most challenging, but the experience I gained will help me become a better designer.
Iâm pretty damn sure that if you try supporting your customers for a while, youâll become a better designer too.
Originally posted on Medium.