[czbond]

As an engineer (product creator) - it behooves one to continually be involved in experiencing how the product is used. Not just how we believe it, or think it.

Use cases, flows, and product paths seem logical on a whiteboard. However, the real world often introduces nuances that significantly alter use in micro ways.

The objection to interact with customers from engineers I believe is more due to a social aversion, introversion, etc rather than a defiance of not doing the delivery. Engineers can often be afraid of unknown social situations - which is fair.

If I were the CEO, I'd have engineers go in packs of 3 engineers at first for 3-4 months. Then pair to group of 2 with one as a "ride along, no interaction" for moral support.