Sep 5, 2018 · 1 min read
Hi Gibby,
You don’t understand! Those examples I gave were *actual, real life scenarios* of how calls are fielded by two enterprise companies I’ve worked with in the past few years. I did research on both and interviewed about 12–15 people up and down the communication chain to understand how design requests were fielded. It’s very real!
I’m not backtracking on anything at all. I’m addressing the original example of a call center based on my own experience.
The ‘ownership’ of an issue entirely depends on the nature of it. I hope my earlier example showcased on a design-related one was put into an internal process for prioritization and consumption. Let me know what was unclear.
