Better Product Managers, and Product Management

The Phrase That Should be Banned from Product Managers’ Vocabulary

June 24th, 2010

“That’s the way it’s supposed to work.”

If you feel the need to say this, then you have screwed up.

Maybe your copy was confusing. Then you say, “Actually, I don’t think our app explains it very well – this is how we had envisioned it working: [describe] – does that make sense to you?”

Maybe you were forced to add security features that were un-user-friendly. Then you say, “The reason it works that way is [explanation]; I know it isn’t an optimal user experience but here’s the benefit: [describe]

Maybe you were just wrong about what an intuitive user workflow would be. Then you say, “I agree, it is confusing.  Can you walk me through how you use it, so that I can better understand how we might make it better?”

When you start feeling defensive, it’s usually for a reason – you know something isn’t really quite right.  Use that feeling to learn something useful.

Popularity: 1% [?]


Popularity: 1% [?]
  • http://twitter.com/chrisboothe Chris Boothe

    Very well said Cindy! “Supposed to” is a very strong indicator that something went wrong such as when a demo doesn't go quite right. It could also mean that you have missed someone else's perspective as you have illustrated here.

  • everywhereist

    I think this phrase does have value – albeit a comedic one. For example, when everything goes wrong and something breaks miserably?

    “That's the way it's supposed to work.”

  • http://agilemusings.com/2010/07/the-phrase-that-should-be-banned-from-product-managers%e2%80%99-vocabulary/ agilemusings.com » Blog Archive » The Phrase That Should be Banned from Product Managers’ Vocabulary

    [...] The Phrase That Should be Banned from Product Managers’ Vocabulary via The Experience is the Product | Better product management and products by Cindy on 6/24/10 [...]

  • http://www.arandomjog.com/2010/07/favorite-product-posts-june-2010/ Favorite Product Posts June 2010 | A Random Jog

    [...] Experience is the Product – The Phrase That Should be Banned from Product Managers’ Vocabulary “That’s the way it’s supposed to work.”  If you feel the need to say this, then you have [...]

  • http://twitter.com/trieloff trieloff

    RT @cindyalvarez: “If you feel the need to say this, then you have screwed up.” New blog post: http://bit.ly/b56EpE #prodmgmt #startup

    This comment was originally posted on Twitter

  • http://twitter.com/clr clr

    RT @cindyalvarez: “If you feel the need to say this, then you have screwed up.” New blog post: http://bit.ly/b56EpE #prodmgmt #startup

    This comment was originally posted on Twitter

  • http://twitter.com/danmartell danmartell

    “If you feel the need to say this, then you have screwed up.” New blog post: http://bit.ly/b56EpE #prodmgmt #startup /by @cindyalvarez

    This comment was originally posted on Twitter

  • http://twitter.com/ServiceSphere ServiceSphere

    RT @danmartell: “If you feel the need to say this, then you have screwed up.” New blog post: http://bit.ly/b56EpE #prodmgmt #startup /by @cindyalvarez

    This comment was originally posted on Twitter

  • http://twitter.com/Knapp_IT Knapp_IT

    RT @danmartell: “If you feel the need to say this, then you have screwed up.” New blog post: http://bit.ly/b56EpE #prodmgmt #startup /by @cindyalvarez

    This comment was originally posted on Twitter

  • http://twitter.com/udeme udeme

    When Apple says this http://bit.ly/cOuWm1, I’m reminded of this http://bit.ly/b56EpE (via @Pogue @danmartell @cindyalvarez)

    This comment was originally posted on Twitter

  • http://twitter.com/ripcurlx ripcurlx

    RT @cindyalvarez: “If you feel the need to say this, then you have screwed up.” New blog post: http://bit.ly/b56EpE #prodmgmt #startup

    This comment was originally posted on Twitter

  • http://twitter.com/jbrett jbrett

    I’ve NEVER said this. Ever. This weekend. The Phrase That Should be Banned from Product Managers’ Vocabulary http://bit.ly/9eAVb3

    This comment was originally posted on Twitter

  • http://twitter.com/szandbergen szandbergen

    The Phrase That Should be Banned from Product Managers’ Vocabulary http://bit.ly/9yG1sS

    This comment was originally posted on Twitter

  • http://twitter.com/Foundora Foundora

    The Phrase That Should be Banned from Product Managers’ Vocabulary – http://ow.ly/27HDS By @cindyalvarez

    This comment was originally posted on Twitter

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