The tragedy of end-user advice

Should software designers and end-users listen to end-users? The obvious answer is yes. The correct answer is yes, but...

I have lately been implementing a software module that was designed by a ‘business analyst‘ working closely with a committee of end-users (in this case special education teachers). I believe the design was in effect turned over to the committee, and it shows. I frequently discover behaviours that no sane person could have created intentionally, yet it was created ‘according to specification’.

Software designers need to listen to end-users and work with them intensely to develop a shared vision. That vision should then guide the development. If developers don’t translate the needs of the users but instead let them control the process, the result is software only a mother could love.