A seasoned tester reflects on a frustrating two-hour ordeal trying to order a phone through a broken internal system, using it as a lens to explore the concept of 'failure demand' — the idea that poor quality creates unnecessary work. The post challenges the popular AI-era question 'how can employees find information faster?' by arguing the real goal should be eliminating the need for that information in the first place. It advocates for investing in fixing root causes (better developer testing, higher quality delivery) rather than optimizing workarounds.
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