Product design—really all of design—is about how the user’s problem is solved. It’s
about how it works, not how it looks. Each problem gets addressed in one of five ways: direct support via the happy path, a supported edge case, the customer support team, the engineering team, or oblivion (where it is not actually solved).
Inexperienced designers focus entirely on the happy path, whereas most product designers
focus only additionally on edge cases. Even then, the lack of involvement from
engineering and customer support can leave the design woefully under-developed.
This post outlines a slightly structured model for thinking through a product design
inclusive of the entire user experience, including customer support.