However, there is one passage from Hixie's interview—in a context not entirely unrelated—which pretty much sums up the nitty-gritty of what I do.
Often when people send feedback (not just authors, pretty much anyone who hasn’t been in the process for a long time starts this way) they send feedback along the lines of “I want to add feature X” or “I want feature X to be extended in manner Y”. But when we drill down, ask them “what problem are you trying to solve”, or “what’s your use case” (same question but phrased differently), we often find that either (a) they actually don’t have a real problem, they just thought that it would be a good idea, or (b) their solution wouldn’t actually solve their problem. Often we’re able to come up with much simpler solutions (or point to already-existing solutions), which is quite satisfying.
Like Hixie, I am working within an existing framework—our Enterprise Content Management Framework—and, when a customer requires some new piece of functionality, I need to take into account what others have fed back and how to best solve their problem within our existing framework.
Luckily, we designed and developed the framework fairly recently—and in response to existing customer requirements—so often we can point the customer to an existing function that solves their issue.
However, when that isn't the case, I never rely on our salesmen or, indeed, the customer's own specification. Whenever faced with a development request, my first question is "what is the driver", i.e. what is the problem that they are trying to solve.
Being able to solve those problems in the most elegant way is what gives me the most pleasure in my job.
* Otherwise known as HTML5.
** There's a school of thought that maintains that there is no difference between the two; indeed, many hold the opinion that any way in which customers interact with your company or its products is, in fact, UX.