Folks at Usernomics posted an interesting blog posting titled: “Creating Compassionate Designers” >>.
The article recommends that designers get out of the office and meet with users first hand to trigger more empathy through human-to-human interaction.
The writer of the article goes on to write a theory:
“My theory is that when we feel that we get really good at something. When we begin to consider ourselves “experts”, that is when we become “at risk” for losing (or de-emphasizing) our compassion for the customer—the people we design for.”
I would add that this is also the point where we move away from true user-centered design and we move towards context-blind solutions, and into one-size-fits all mentality.
With all this in mind there may be a rule out there:
• Find a system designed by experts reading other experts, designing without their own ethnographic and contextual user research and contextual user testing, and you will find plenty of opportunities for disruptive innovations.