Creating Passionate Users has come up with a fantastic article on something that had crossed the thoughts of uncountable people. The post by Kathy Sierra delves on the subject why companies pay more attention to potential customers than already existing ones.
She points out to the fact that almost always the brochure of a product is attractive, reader-friendly, stylish and glossy. However, the user-manual of the product is usually dull, confusing and boring. There are hardly any user-friendly manual around!
She reminds us of the Creating Passionate Users’ philosophy:
• Truly passionate users will evangelize to others.
• The better users get at something, the better (higher res) the user experience.
• The better the user experience, the more likely they are to keep trying to get better.
• Nobody is passionate about something they completely suck at.
• Helping your users learn and (ultimately) kick ass is the best way to up the odds they’ll become passionate.
I agree with the philosophy. The companies know this too (I am not inclined to believe otherwise). But who will implement this first? The small step can start with changing the user manual.
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