More on the 'building your tribe' idea that Seth Godin hawks so well...
An article from Cooper Journal, You're Only A First-Time User Once, fleshes out the introductory angle of that notion.
If we concentrate purely on getting more customers/users...instead of pleasing the ones we've got, then we're stuck in the '“Would my mother/grandmother/Luddite Uncle Bill be able to use this product on the first try?”' world, that frequently doesn't offer enough complexity to be truly useful.
Whereas, if we find another way to deal with first-time users, to turn them quickly into second-time users...then we have advocates.
For architects, this sheds some helpful light on wayfinding, surprise and delight, and true usability. Also metrics, and design of client presentations.
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