Disrespectful Design – Users aren’t stupid or lazy
I get what the author is trying to say, and to a large extent I agree with it. But...<p>I have to admit the first thing that came into my head after reading the title was “well actually, some of them <i>are</i>, dude”. There’s a reason why no-one really wants to work the hell-desk and act as the front line for user support. There’s a reason why websites like ‘Not always right’ exist. There’s a reason why Reddit has &#x2F;r&#x2F;TalesFromTheFrontDesk...<p>I think it’s as much a disservice to assume that all users are enlightened angelic creatures, who only need that little pointer to go their own happy way, as it is to assume they’re all lazy and stupid. Sure, start off with the helpful approach, but shutting down people who are only there to scam a deal or make themselves a nuisance would go a long way to curbing that behaviour.<p>Stupid, on the other hand, is something that needs to be coped with well - and good design can certainly help. Stupid needs the hand-holding, because there’s nothing the client can do to help it. “Stupid” is also often just unfamiliarity, so good hand-holding will prevent a repeat of the situation.<p>Lazy&#x2F;entitled I have no truck with. If you’re not willing to help yourself, I’m sure as hell not going to do it for you. I’d never make it past the first day in customer support...