I was studying my bachelor in design, I worked at a interpreter company as a costumer support. Daily I were in contact with clients that experienced difficulties within our SaaS website and app, and I lisent to their frustrations. I really wanted to ease their pain and fix the problems as I often could see a possible solution. Given my role, I had no authority to solve the issues - as a result of that I was enlightened that I had to be working with user experience design.