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I think it’s similar to how experienced users access consumer support processes. When you call a support line, you might know exactly what you want, and just wa
by jl6 5y ago
I think it’s similar to how experienced users access consumer support processes. When you call a support line, you might know exactly what you want, and just want to be routed to the process you know you need, but 95% of customers are better served by being put through the “have you tried turning it off and on again” process.
Similarly on Stackoverflow, a majority of users probably are doing it wrong and are helped by the XY-troubleshooting approach.
Experienced users who really do want X end up being collateral damage.
- jamincan 5y agoSometimes experienced users are also served well by walking through the steps. At least at our company, you see field technicians who think they know what is happening and try to short-circuit the troubleshooting process. Sometimes they are correct, but oftentimes they miss a significant detail that they would have caught if they had just followed the normal procedure.
- latexr 5y agoBefore applying an XY troubleshooting approach, one should learn to recognise XY problems. While some cases may be ambiguous, I’d argue this one isn’t.