I worked at a small company that had a policy of putting devs on front-line support in a rotation, both because it was too small to have dedicated support staff and because the owners wanted devs to understand how users interacted with the system better.
I can assure you that while some users merely think differently than devs, there is cohort of users who are absolutely not smart enough. It's impossible to do any amount of front-line support without collecting some horror stories.
One of my favorites is spending nearly 10 minutes trying to get someone to read a single word on their screen correctly, in a dialog box that was blocking them, containing fewer than 10 words, so I could find the cause of their problem. After nearly 30 minutes to figure out that they had a popup blocking them, and not "the computer doesn't work".
What eventually worked was getting them to spell it to me backwards. That strategy has worked out quite well in other cases too - I suspect because it avoids some of people's built-in autocorrect and dyslexia (autoincorrect).
(I honestly mostly enjoy tech support, and I've done it for many years, sometimes professionally. But some people do seem like lost causes, and are not just having a bad day)
The flip side of this is the pleasant surprise of working with a near-retirement age grandma who assures you that she "isn't technical" and "doesn't know how to use a computer", but will studiously write down every keyboard shortcut on little post-it notes and add it to their collection like they're porcelain cats she found at the Sunday markets. I've watched some of these people operate a computer in a manner reminiscent of watching an F1 driver at work, the screen just a blur as their fingers dance over the keyboard.
Absolutely, the ones that are clearly trying more than make up for the rest imo, and some are stunning. There are a lot of them. And many of the rest are just having a bad brain day and need help rubber-ducking to see the thing right in front of them - we've all been there, many times.
[−]the__alchemist · 2026-08-30 Sun 06:56 UTC ·
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This sounds like "Smart person who has little technical experience and might have cognitive decline from age". The world is fully of people who's intelligence is legitimately lower than you might expect.
I'm not the same person, but probably. There are at least two errors in the quoted fragment, though personally I don't think either is especially indicative of a lack of intelligence.
There were 2 typos in that sentence (the one I didn’t mention is “fully” instead of “full”). Talking about intelligence in such a sloppy manner sounded like a joke to me.
[−]the__alchemist · 2026-08-30 Sun 09:30 UTC ·
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I have experienced this in person with a developer who was failing to debug something. An error message was popping up on screen and he was reflexively clicking it away faster than anybody could read it. Even after being told “an error message is popping up, don’t dismiss it”, even after being told “[do the thing that triggers the bug] and then completely stop without doing anything else”, and a whole bunch of other ways of phrasing it, he was unable to understand that the error message contained useful information that we needed to see. I’m not even sure he was consciously aware it existed or that he was doing it. After many failed attempts at getting him to stop I literally had to take the mouse away from him and do it myself. I was shocked that apparently nothing anybody could say would stop him from dismissing the error message without even looking at it.
Developers should adapt to human behavior not laugh at users for using their precious thing wrong. It's not precious to the user. A probably misremembered quote from Joel Spolsky is users don't love your software, they tolerate your software because it's the least annoying obstacle in the way of doing what they want to do.
I think this comes from the same problem as notifications on iPhones: if you dismiss them accidentally then it is very difficult to find out what it was.
It is missing the equivalent of the "history" in e.g. browsers and YouTube.
If a user dismisses an alertbox on desktop, why isn't there an history menu item that shows the previous 100 alert messages?
That may be an issue for messages from people but almost anything that pops up because the computer wants to tell you is useless and certainly doesn't need to be findable later. If you want to work on the problem, you can do that when you're ready, at your own initiative, not in the middle of what you're actually trying to do. Programmers wouldn't stand for a language that pops up a modal dialog when you type incorrect code but we think users are somehow less deserving of respect and ready to drop everything to deal with some stupid notification telling them they did it wrong or the software is broken like a crying child demanding his mother knows that he hurt his finger.
Reflexively dismissing error message popups is reasonable behavior because they're almost always unhelpful. It is often easier to mindlessly trial-and-error your way around obstacles than waste your attention on them.
There's a selection effect here in that smart-enough users won't bother contacting support if they work around an issue on their own, or if something is actually a non-issue for 99%+ of the user base. The ratio of usage and support contacts can be monitored. I fear a lot of devs develop unproductive mental models of the user purely from a minority sample.
> I worked at a small company that had a policy of putting devs on front-line support in a rotation, both because it was too small to have dedicated support staff and because the owners wanted devs to understand how users interacted with the system better.
In the 2010s Mathworks, the company that makes Matlab, had a policy that everyone started in frontline support. Including developers. (They probably still have this policy, I don't know.)
The shaping isn't necessarily productive, though. My company has a policy wherein a the dev team are on a rota to assist the support team (and by extension clients) with technical queries. The net effect has been to make me hate customers with a passion usually reserved for opposing political regimes and childhood bullies.
I wish it was just users. I once had to explain to a PM on client's side for 10 minutes that no, the software can't split $1.00 into three exactly equal invoices and we need to put that remaining $0.01 somewhere. In the end it seemed like he's given up without understanding the nature of the problem and escalated to have someone higher up to tell us to add it to the last invoice.
I worked at a small company that had a policy of putting devs on front-line support in a rotation, both because it was too small to have dedicated support staff and because the owners wanted devs to understand how users interacted with the system better.
I can assure you that while some users merely think differently than devs, there is cohort of users who are absolutely not smart enough. It's impossible to do any amount of front-line support without collecting some horror stories.
What eventually worked was getting them to spell it to me backwards. That strategy has worked out quite well in other cases too - I suspect because it avoids some of people's built-in autocorrect and dyslexia (autoincorrect).
(I honestly mostly enjoy tech support, and I've done it for many years, sometimes professionally. But some people do seem like lost causes, and are not just having a bad day)
What an example of a sentence a person *whose intelligence is lower than you might expect would write. I can only imagine this was intentional.
It is missing the equivalent of the "history" in e.g. browsers and YouTube.
If a user dismisses an alertbox on desktop, why isn't there an history menu item that shows the previous 100 alert messages?
https://www.lifewire.com/iphone-notification-history-1189516...
Reflexively dismissing error message popups is reasonable behavior because they're almost always unhelpful. It is often easier to mindlessly trial-and-error your way around obstacles than waste your attention on them.
It's quite common, it affects 3–7% of the population; however, up to 20% of the general population may have some degree of symptoms.
https://en.wikipedia.org/wiki/Dyslexia
For example, some celebrities with dyslexia:
Jennifer Aniston
Steven Spielberg
Whoopi Goldberg
Henry Winkler
https://www.webmd.com/children/ss/slideshow-celebrities-dysl...
The following is a list of some notable people who have dyslexia.
https://en.wikipedia.org/wiki/List_of_people_with_dyslexia
In the 2010s Mathworks, the company that makes Matlab, had a policy that everyone started in frontline support. Including developers. (They probably still have this policy, I don't know.)
It shaped attitudes and cultures quite a bit.