All the last three weeks, I have worked (programming) non-stop from dawn to the late evening with minimal breaks and all the weekends. It started as a seemingly simple task.

We have an automatic system that assists customer service folks in making decisions. It used to provide crude and simple messages, heavy on technical jargon, and often quite repetitive without adding new information. Yet, it was apparently useful enough to gain popularity among a wider audience, so we were asked to improve on the quality of the messages — to add more details, while describing the current status of the…