When someone tries your product

I think a lot about software. Not because I like computers or think databases are cool, but because software makes our lives better.

And we all want a better life, don’t we?

So I’m troubled when new tech companies send messages like this one:

Why are they wishing me luck?

Why not an FAQ, video tutorial, concierge onboarding session or webinar invitation?

Luck does not a good first user experience make.

And while luck might be part of the solution for improving our lives, it should never be part of the equation.

So when someone tries your product, don’t wish them luck, for luck exists where instruction does not.

Instead, tell us (users) what to do. And show them why doing ____ will help them.

Because you can’t change the world without helping, and you can’t help without explaining how.