Anticipate the thoughts, wants, and needs of your users.

The “Can I find the answer to my question?” Test

Before I switched to the new version of Yahoo! Mail, I was shown this text:

Questions popped into my head: “What if I don’t like it? Can I switch back?” These seem like fairly natural questions to have and they didn’t answer them. Their failure to answer my questions may very well have prevented me from trying it. What if it said: “Brain surgery. Try it now!”? I wouldn’t try it because it sounds like something bad and irreversible might happen. I want to know that if something bad happens, it’s reversible. I’m not assured of that here. It would be nice if I were.