Comment by 0xpgm

We keep seeing things like cryptic error messages shown to end users simply because of the disconnect between the programmer and the end user.

If the programmer gets to intimately understand the user's experience software would be easier to use. That's why I support the idea of engineers taking support calls on rotation to understand the user.

Both can be true at the same time, a product manager who retains the big picture of the business and product, and engineers who understand tiny but important details of how the product is being used.

If there were indeed perfect product managers, there would no need for product support.