“Nobody Would Do That” Is a Dangerous Sentence in Technology
There is a sentence that I have learnt to be quite suspicious of in technology: “Nobody would do that.”
Nobody would want to click that button repeatedly. Nobody would enter information in that way. Nobody would want to use the product for something that it hasn’t been designed for. Nobody would want to ignore the instructions. Nobody would take that particular sequence of actions.
There is a sentence that I have learnt to be quite suspicious of in technology: “Nobody would do that.”
And still, someone inevitably does.
What starts by seeming to be an impossible user behaviour might become a broken workflow, a security vulnerability, a frustrated customer or, in the worst scenarios, a business problem with repercussions way beyond the product itself.
My experience in quality assurance has taught me something which has stayed with me far beyond testing: the most valuable question is usually not “Does this...
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