They have no idea

One of the interesting things when you design experiences for people is that your new users have no baseline understanding of the kinds of improvements you have made.

So, if you drastically revamped your website’s design and made it so much easier for users to navigate, it won’t really matter to a new user. To them, this is the base line expectation.

While you are sure to experience a bit of frustration and probably say to yourself – “They have no idea! If only they had experienced the old crappy model” – the reality is that such experiences are simply a lesson in how expectations work. The more better work you do, the more better work will be expected of you.

I think it all begins to feel negative if you expect plaudits at every step because they never quite arrive. Yes, you might have a small subset of grateful users who will thank you. But, their voices will likely be drowned out by noises of dissent and complaints about the (smaller) issues the new design has created. As Seth wrote yesterday, no matter what you do, failure of some kind is certain. Now that we have gotten that out of the way, let’s focus on the impact.

The take away for me – do great work simply because you want to do great work. The reward at the end of the journey is not universal love from everyone your experiences touches. The reward is that you became a better version of yourself in the process of doing great work.

And, I would argue there are few greater rewards than that.

Often we spend all our time thinking how we can change situations instead of simply letting them change us.

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