Designers should be arbiters of the truth: They should be the kind of people who stand up and tell it like it is, and that usually calls for courage. Fixing a bad customer experience requires the courage to admit that something’s wrong, and it only comes from a willingness to be transparent, to be open and honest, to communicate, and to be accountable. Good design is all that, and good designers are as transparent as they can be, even if it hurts them. Sometimes it does.