Incidents: the customer empathy workshop you never wanted
summary
Argues that reframing incidents as customer empathy work produces concrete wins: built an incident management process at a large company and adopted FireHydrant plus PagerDuty for paging and coordination, taught tactics that actually reduce friction. Recommends specific practices to apply before/during/after incidents: spin up a test account to learn customer flows, display customer impact on incident pages, partner with support to gather evidence and test fixes, and broaden incident retrospectives with async check‑ins so organizational learnings land in product and process backlogs.
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chapters (8)
- 0:00Introduction to incidents
- 2:46From outdoor ed to tech incidents
- 7:27Defining customer empathy
- 9:14Understanding customer expectations
- 12:21Partnering with support teams
- 18:40Support as secret hiring bench
- 22:11Broadening incident retrospectives
- 26:04Customer empathy takeaways
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