The article does not criticise the fact that "something changed", it criticises what specifically changed. The point of dealing with a problem is not to point fingers and find who is guilty, it is to actually find solutions to the problem. And yeah, frankly, having customers complain about a UX is not the end of the world and nobody needs to be scolded about it. They just have to understand what the complaints are about and make a better UX, which they did. It happens all the time.
> having customers complain about a UX is not the end of the world and nobody needs to be scolded about it
Sometimes that's true. Sometimes it isn't, and the bad UX is the seed that leads to a terrible destructive management overreaction.
Should an engineer be able to tell the difference? In some companies, I think that's a reasonable expectation, but in other companies, engineers are cordoned off and told what to do.
I'm reading the same article that others are, so I don't know. But I do see a lot of engineers get surprised in a way that could be prevented by just a bit of proactive thinking.
