Chapter 2

The survey says users are fine; do we believe it?

Khảo sát nói người dùng ổn, mình có tin không?

The chapter's question

At which step do my users really get stuck?

Big idea

Watching one person do real work for fifteen minutes tells you more than a survey.

In this chapter

  1. Part 2.1

    Watching Without Helping

    Can I sit and watch without pointing at the screen?

  2. Part 2.2

    Counting Clicks

    How many actions does a routine task take?

  3. Part 2.3

    Specific Complaints

    What specifically is hard behind the complaint that it is hard to use?

  4. Part 2.4

    The Best User

    Who uses it best, and what do they do differently?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of Users Don't Read the Manual is free to read right here.

Read in Conan School

Chapters of Users Don't Read the Manual

  1. 1.It's installed, so why does nobody open it?
  2. 2.The survey says users are fine; do we believe it?
  3. 3.Will a longer manual make anyone use the tool?
  4. 4.Why switch while the old way still works?
  5. 5.Three months later, is the tool alive or just licensed?