Managing User Expectations of Your Platform
summary
Examines why users become dissatisfied when a platform functions correctly but does not match their expectations, identifying gaps between user mental models and the platform’s actual behavior. Discusses managing and aligning expectations through product design, communication, and platform decisions to reduce unjustified user dissatisfaction.
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chapters (8)
- 0:00Introduction
- 2:12Bad user expectations
- 6:27What is a platform
- 10:20Responsibility boundaries
- 13:28User categories
- 18:02Platform contracts
- 27:47Managing expectations
- 31:17Conclusion
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