Talking to users is critical. But an expert user isn't necessarily better than someone new to the system. They have embraced the mental model and built up hacks to fill the gaps. Your product's jank is part of their identity.
This is why domain experts are not "user proxies".
Talk to representative users, not the "best" ones.
#ux #uxdesign #productManagement #uxr #userresearch #usability
@PavelASamsonov I always like talking to all the users.
New users often are good at telling you what is confusing. Old users often let you know what is cumbersome/annoying.
I use the terms "know" and "tell" loosely cause you have to ask the right questions or watch closely to find the answers.
@PavelASamsonov I've been describing that idea to Product in this way.
It's like "other people's house" smell. Expert users have been living there long enough to acclimate to, and then forget about, their house's smell.
New user walks in and gets hit with a wall of "unfamiliar smells".
@PavelASamsonov "Product jank"
Atlassian talk about this - "Product Champions" but they're moving toward "Savvy Operators".
My notes from a talk by Leisa and co:
https://notes.saneux.ei8fdb.org/shares/qImJiYP4LfSP8iVf74cpml
Pavel A. Samsonov
Jeff Haluska
Kyle Stewart
Bernard Tyers