"Software experts are—of necessity— comfortable with high cognitive friction. They pride themselves on their ability to work in spite of its adversity.
Normal humans, who are new users of these products, lack the expertise
to judge whether the cognitive friction is avoidable."
Normal humans, who are new users of these products, lack the expertise
to judge whether the cognitive friction is avoidable."
"High cognitive friction polarizes people: it either makes them
feel frustrated & stupid for failing, or giddy with power at overcoming the extreme difficulty.
These people either adopt cognitive friction as a lifestyle, or
they go underground and accept it as a necessary evil."
feel frustrated & stupid for failing, or giddy with power at overcoming the extreme difficulty.
These people either adopt cognitive friction as a lifestyle, or
they go underground and accept it as a necessary evil."
"You can predict which features in any new technology will be used & which won’t. The use of a feature is inversely proportional to the amount of interaction
needed to control it.
In other words: if a feature is useful & requires no work to employ, it is used 100% of the time."
needed to control it.
In other words: if a feature is useful & requires no work to employ, it is used 100% of the time."
"Naïve user = code for "incompetent user.” And certainly these
people are made to feel stupid, but they are not. The bad design of the interaction is at fault.
"Power user" = person who has been hurt so
many times that the scar tissue is thick enough to no longer feel the pain."
people are made to feel stupid, but they are not. The bad design of the interaction is at fault.
"Power user" = person who has been hurt so
many times that the scar tissue is thick enough to no longer feel the pain."
"One of the most expensive items associated with hard-to-use software is technical support.
Imagine how much more effective your software development efforts
would be if you could avoid spending *over five percent* of your net revenue on technical support."
Imagine how much more effective your software development efforts
would be if you could avoid spending *over five percent* of your net revenue on technical support."
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