We are told that "User Experience" is the goal. In reality, we spend our lives managing two types of people engineered to destroy our sanity.
Learned Helplessness A generation of users who see a "Password Incorrect" box and immediately open a Priority 1 ticket. They’ve been trained that thinking is your job, not theirs.
They aren't paying for "Support"; they are paying for a digital valet to park their brain for eight hours a day.
The Overconfident Tinkerer Armed with a ChatGPT prompt and a YouTube video, he decides your stack is "restrictive." He creates a "Shadow IT" workflow to trigger his smart-bulbs.
He doesn't call you for help. He calls you to clean up the ashes after he’s set the building on fire.
The Playroom The "Helpless" users eat your labor hours through a thousand tiny bites. The "Tinkerers" eat your weekends through one giant, avoidable explosion.
We are caught in the middle, trying to secure a perimeter where the inhabitants are either too afraid to touch the doorknob or busy picking the lock from the inside.
We aren't technology leaders.
We’re just the people who have to clean up the playroom at the end of the day.————————
The MSP Contrarian: Unstacking the Business Model
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