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The Challenge What Experts Do Help Them Move Forward
Remove Blocks
Think about it
If a user could express these thoughts, feelings, concerns,
as they happen, and you were with them, you could do
something to help them.
The common attribute: we’re not there with them
when they’re thinking and feeling this, and if
we were, we’d be able to do something about it.
The problem is NOT that
they’re making this face, it’s
that we’re not there to notice
and do something about it.
To think of it another way, what cant they tell us because
we’re not right there with them?
They can’t....
168
The Challenge What Experts Do Help Them Move Forward
Remove Blocks
They can’t do this:
They can’t make that face.
They can’t ask that question.
Of course technically they can, but we’re not
there to notice. And if we’re not there to notice
(and take action), we’ve removed their ability to
communicate their frustrations and questions to
someone who can do something about it.
169
The Challenge What Experts Do Help Them Move Forward
Remove Blocks
Are you sure?
Are you certain that if you’re not there
you can’t really know what they’re
experiencing?
Are you certain that if you’re not there
you can’t help them with what they’re
experiencing?
For a few moments, pretend you
could be there to notice the moment
they have a question, look confused,
frustrated, etc. and then imagine what
you could do to help.
The answer begins with guring out
what would help them if you were there.
But we CAN’T be there to notice. And we can’t
help them with a thought/feeling that we
don’t even know they’re having.
170
The Challenge What Experts Do Help Them Move Forward
Remove Blocks
We know something pulled them to the slopes that rst time.
They are motivated. But that rst day ends in pain, frustration,
failure, and embarrassment.
And yet... some people do go back. They go back despite the
massive, humiliating, excruciating Gap of Suck.
Why does anyone snowboard the second day?
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The Challenge What Experts Do Help Them Move Forward
Remove Blocks
Snowboarding is really hard the rst day.
It just is.
For anything worth becoming badass at,
there will be pain.
Whether it’s the rst day of snowboarding,
or rst week of programming, our users
will struggle.
The secret for keeping them going when
things get tough is this: acknowledge it.
Some things are just hard.

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