Are Your Users Dumb?
Be careful how you answer that question. Think about it, we all have an opinion on who we expect to use our software. The two main problems that many designed user experiences suffer from are pandering to the lowest common denominator, and assuming too much from your users. Those who pander to the lowest common denominator justify it to themselves saying, “It makes it easier for everyone to use it.“ Those who assume too much justify it by saying, “They will appreciate the power later.“ As usual, the balance is hard to find. Both have valid points and bad assumptions, and both have no clue about the largest group of people who will be using the software.
There is a threshold where the lowest common denominator actually gets in the way of doing something useful. On the other hand, there is a threshold where most people will give up because they can‘t crack the “I suck“ barrier. If you can assume for a moment, and I know this is a stretch for some of you, that your users actually have two brain cells to rub together, you might be able to have more users that appreciate what you create. We‘ve all heard the horror stories of top level executives complaining that the cup holder in their computer is broken, or that they can‘t get to their email because the power is out. With stories like that, you would think that the following quote is true:
Technology is an arms race between engineers trying to build more idiot proof systems and the universe building bigger and better idiots. — Unknown
If there is one thing that I‘ve learned from playing basketball and pool is that people tend to play to the level of their opposition. If you are playing someone less skilled, you end up making mistakes you normally wouldn‘t. If you are playing someone more skilled, you step up to the challenge and become better. If you design a system for intelligent people, the people using the system will become more intelligent.
So can you go too far the other way? Yes and no. The trick is to know your audience. Chances are that unless you are writing a library or programming language your users are not programmers. Which means they won‘t think like you. Which means that what you think is a kick butt feature that makes perfect sense will have your users staring at you like you have three heads. As you spout on how awesome it is, they‘ll say something so profound like ”can‘t you make it so that when I click this button X happens?” As you learn more about how your users think, you‘ll appreciate how smart they really are, and how they think. It takes time, though.
