From Dave Winer’s blog Scripting News, How Things Get Better:

[…] 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?”

That’s where the conversation between product and user begins. […]

Uncommon common sense. Engage your customers in a conversation and listen carefully – they’ll tell you everything you need to know.

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22 August 2007