Fix a product people can't figure out how to use
support keeps fielding "where is X" questions about features that already exist, and the team thinks those features are obvious.
Built on
Don Norman · 2013
Supplies the diagnosis: a feature that exists but can't be found is a signifier failure, not a user failure. Norman doors, mapping, and the gulf of execution.
Steve Krug · 2014
Supplies the cheap fix: users scan and satisfice, so watch three people try the task in a hallway test before redesigning anything.
The prompt
My situation: [describe the product, what users can't find, how often it comes up, and where those features live now]
Use The Design of Everyday Things by Don Norman (2013) and Don't Make Me Think, Revisited by Steve Krug (2014) to help.
Recall any details from the whole book that help, including names, numbers, scenes, or cases that are not the most famous chapter titles.
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