What would it take for Google to do stuff like this? Invent a new department, the department of User Lovers, or Product Lovers (same thing of course). No tech company has ever had such a department. They mindlessly assume that's love of the product is ingrained in all their people when the truth is the opposite, they have contempt for users. I've seen it grow in my own company, and in the blogging community. A sense that because I work for the company that made the product, I know everything all the users know and more. It's the same fallacy that applies to Silicon Valley billionaires. You have to step into a new perspective to love the product, one that has nothing to do with who you work for or how validated you are by reporters and the public.