How things get betterWednesday, August 22, 2007 by Dave Winer.
The first time I got bad news about a product was when I asked a friend to use the software I was working on. He wasn't a programmer, he had never used a computer. An educated intelligent person, roughly my age. (When I was young, believe it or not, there were many people who had never used a computer.) Before he had fully settled in I knew it wasn't going to work. I was able to play out, in my mind, what was about to happen. The software would say nothing to him, so how could he know what to do. I waited and what I predicted did happen. He looked at me and asked "What do I do now?"
If you want to make a product that people use then you have to pay attention to their experience when they use it. The better you are at understanding, the better your product will become over time. The inverse is true as well. If you deny the value of feedback, or deflect it, your product will never get better. |