Why shouldn’t they be punished or reprimanded? Because an engineer who thinks they’re going to be reprimanded are disincentivized to give the details necessary to get an understanding of the mechanism, pathology, and operation of the failure. This lack of understanding of how the accident occurred all but guarantees that it will repeat. If not with the original engineer, another one in the future.

Every single person’s happiness, or lack thereof, was entirely dependent on their connections with other people. Money, luck, health and other seemingly obvious factors didn’t guarantee happiness. But relationships were found to be a necessity.

Most everyone in the design and tech fields work on something that facilitates human interaction online. We enable necessary connections between people. Not users. People.

…This interaction—and the relationships which are fostered as a result—enrich people’s lives. We should consider this in our designs and strive to generate happiness in everything we create.

Customers are no longer just consumers; they’re co-creators. They aren’t just passive members of an audience; they are active members of a community. They want to be a part of something; to belong; to influence; to engage. It’s not enough that they feel good about your purpose. They want it to be their purpose too. They don’t want to be at the other end of your for. They want to be right there with you. Purpose needs to be shared.

We can’t begin being empathetic when another person arrives. We have to already have made a space in our lives where empathy can thrive. And that means being open—truly open—to feeling emotions we may not want to feel. It means allowing another’s experiences to gut us. It means ceding control.

Empathy begins with vulnerability. And being vulnerable, especially in our work, is fucking terrifying.

Guilt is cancer. It will confine you, torture you, destroy you as an artist. It’s a wall, it’s a black hole, it’s a fucking thief. It’ll keep you from you.