Users Have Different Knowledge

Your knowledge about your software (and software in general) and the user's knowledge about such matters are also often in conflict. The following lists contrast typical programmer software knowledge and typical user software knowledge.

Typical Programmer Knowledge

• Programmers are expert computer users.
• Programmers are expert Microsoft Windows users.
• Programmers understand their software better than anyone else does. They know all the features that aren't visible directly on the screen or on the menus. All program behavior is understood and expected, even if confusing or nonstandard.
• Programmers know exactly why their software doesn't work and how to fix the problem.

Typical User Knowledge

• Users typically are not expert computer users. They might not even like using computers.
• Users typically are not expert Windows users. They generally have some ability to change settings from Control Panel and Properties dialog boxes. They generally know nothing about the Windows registry. They might have only a vague understanding of what a dynamic-link library (DLL) or ActiveX component is.
• Users often understand only the features that are visible on the screen or from scanning the menu bar. They do not know any nonstandard mouse actions or keyboard sequences. They will not click on screen items that don't look as if they can be clicked. Any nonstandard program behavior is unexpected and confusing.
• Users typically do not understand why the software doesn't work, even if you carefully document the problem.
• Users typically don't read documentation.

Again, no big surprises. You can eliminate these conflicts by designing an interface that can be used by a wide range of users and by making the user interface features visible and easy to configure.