Why multiple perspectives matter

I ride the caltrain to work each day, which requires a ticket.

Without a ticket you get a fine. Hefty.

Since most people purchase monthly passes today is a big day, the 1st day of the month. New-pass day.

But the morning of the first day of the month is a special 12 hour window - old passes are still valid!

Why?

Because Caltrain listened, and over time they figured out that well intentioned responsible people sometimes forget their pass in the morning melée. And so they offer a window of lenience.

But the man next to me this morning didn't get it.

"have it one way or the other!" He berated the conductor - "Why does it matter if you give me till noon?! My new pass is sitting at home on my desk!"

Well, Sir, it matters because not everyone is like YOU.

Although providing a window of lenience allows monthly pass riders to either pick up their new pass at work or purchase a $6 ticket for the return and avoid a $250 fine, the man this morning COULD NOT think past his own pass on his desk at home.

I mention this story because it is common.

The products we use and the services we endure are too often designed for 1 user - leaving us to puzzle, scratch our heads or scream when puzzling "The designer of this system NEVER considered this scenario?"

You know the feeling, you don't feel out-of-the-ordinary, but design feedback is informing you that you are.

Think things through from as many perspectives as possible, then settle on solutions that provide the most flexibility with the greatest simplicity.

Good design balances tensions, and accommodates for our humanity...