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Observing the User Experience by Mike Kuniavsky

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CHAPTER 7 User Profiles

“Who’s going to use your product?”

“Everyone!”

“And what will they do with it?”

“Everything!”

As technology and bandwidth allowed for real-time voice communication over the Internet, a bunch of companies entered the market to promote and develop it. Many decided to aim big; otherwise, the reasoning went, why aim at all? When asked about who would use their product, an executive at one of these companies replied, “Everyone who uses a telephone!”

Although at the time that was a great ambition to have, and a good story to tell investors, the group of people who would have been likely to use an Internet telephone in 1998 was a lot smaller than “everyone who uses a telephone.” By defining the audience so broadly, they were, ...

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