Building a culture of empathy, modeled through open communication and active listening, empowers platform builders to understand the user's true needs and fosters leadership from all levels of the organisation. This understanding helps create a an efficient platform that closely aligns with user requirements, preventing internal users from turning to shadow IT, thereby ensuring adoption and reducing friction within the development processes.
Patel emphasizes the necessity for platform engineers to be intentional about the offerings of the platform, enabling ease of use and promoting developer autonomy. The idea is to make it easy for developers to successfully navigate the platform, while simultaneously incorporating checks and balances that ensure they can pursue the right path in their work, which contributes to an overall sense of accountability.
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