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Bad design choices are much more expensive to fix down the road than when they were were created. You seem to be saying that any time spent addressing this issue is worthless in comparison to spending more time empathizing with the customer.
The Open Thread posted at the beginning of the month has exceeded 500 comments – new Open Thread posts may be made here.
This thread is for the discussion of Less Wrong topics that have not appeared in recent posts. If a discussion gets unwieldy, celebrate by turning it into a top-level post.