Yesterday I heard the phrase “we’ll have to train our users to…”

To be fair it’s not the first time I’ve heard this phrase and the past it didn’t seem to bother me (I’ve learned better). First, if a user needs to learn and commit to memory a necessary action to use your software, the only thing you’ll train them to do is to use your competitor’s software.

I know if you have a very committed user base you can sometimes get them to jump through hoops to keep using your software but unless you’re Apple I don’t think it’s a great way to design. First, you start to piss off your best customers by taking them for granted and second you’re raising the level of difficulty for any new users. User’s already have the hardest time using your software the first time so why make it any more painful?

My suggestion: when you hear “train the user” and you’re they guy/gal in the room responsible for design, grab that one by the horns and drag it to the ground. After all, it should “just work“.