If something goes wrong and you have to explain it to outsiders, try to explain it from the other person’s perspective as much as possible. The peers you usually work with can imagine some possible causes for this problem. In other words, you and your peers share the background information.
Outsiders, such as the end-users of your services, may have a common understanding with you about their familiar things (e.g., user interface.) But, of course, they don’t know anything else.
Therefore, the explanation to the outsiders should be plain so as not to overuse the jargon that only the peers know. Thus, speaking from the other person’s perspective is critical. In other words, it is essential to determine how well the other person understands and to choose the right words.
No one will listen if you tell a complex story in difficult words.