I don't want to ask for directions!

I was fortunate today to have a chance to talk to one of our new students at ASU. While waiting for the Flash bus (a bus used by most ASU student to get from lot 59 to around campus), she asked, "How do you know where the stops are and communicate to the driver were you need to get off?" I can see how a question like this by a college student could trouble many. But it made me think, was it about her, or was it was it the scenario show was put in. One expectation we have entrenched in today's generation is that if you have a question, it is your responsibility at ask.

"Their are no stupid questions," we say.

To support this, we need to be clear on how one will learn a task. Yes she would have learned what to do and be ok by just riding the bus for a few seconds. So in her case she would have learned by experience. But assuming to do the same thing with software can be deadly. People need to know if its best for a person to learn by reading instructions, or is it easier to understand by intuition and experience. Making people feel at ease will allow people to focus faster on getting the results they want.

Men have been attacked on this for years:

"Read the instructions", "ask for directions!" they say.

I believe most men are working from two facts:

1. The balance between, "You don't need to read the instructions if it is easy enough," (and pride).... "I am smart enough to figure this out myself."
2. I have more control of what I am doing and gain better experience than to follow someone's opinion.
   

We do learn everything by two things: By reading the instructions, or by experience. To better communicate a product's usability, we need to direct a customers expectations on the best way to engage a product. This can be the difference between creating a fan, and a raving fan.