The "Owner's Delusion" is the inability to see your own product from the perspective of a new user who lacks context. You forget they are busy, distracted, and have minimal intent. This leads to confusing UIs. The antidote is to consciously step back, "pretend you're a regular human being," and see if it still makes sense.
Related Insights
Reducing the number of clicks is a misguided metric. A process with eight trivially easy clicks is better than one with two fraught, confusing decisions. Each decision burns cognitive energy and risks making the user feel stupid. The ultimate design goal should be to prevent users from having to think.
The belief that your current product is "a giant piece of shit" is a powerful motivator. This mindset ensures you are constantly seeking limitless opportunities for improvement. If you can't see flaws and feel a degree of humiliation about what you offer the public, you shouldn't be designing the product.
The obsession with removing friction is often wrong. When users have low intent or understanding, the goal isn't to speed them up but to build their comprehension of your product's value. If software asks you to make a decision you don't understand, it makes you feel stupid, which is the ultimate failure.
Common frustrations, like chronically forgetting which stove knob controls which burner, are not personal failings. They are examples of poor design that lacks intuitive mapping. Users often internalize these issues as their own fault when the system itself is poorly designed.
Product teams often use placeholder text and duplicate UI components, but users don't provide good feedback on unrealistic designs. A prototype with authentic, varied content—even if the UI is simpler—will elicit far more valuable user feedback because it feels real.
Effective product development starts with internal alignment. Using exercises like Instagram's "Stories Mad Libs" creates a shared, candid understanding of the product's current state. This "organizational therapy" is a prerequisite for overcoming team biases and conducting successful user research.
Instead of comparing to competitors, compare your product to the ideal human interaction. Google Meet aimed to be like a real conversation, not just better than Zoom. This 'humanization' framework pushes teams to think beyond features and focus on a more intuitive, emotionally resonant experience.
When products offer too many configurations, it often signals that leaders lack the conviction to make a decision. This fear of being wrong creates a confusing user experience. It's better to ship a simple, opinionated product, learn from being wrong, and then adjust, rather than shipping a convoluted experience.
Businesses often fail to spot points of friction in their own customer journey because they are too familiar with their processes. This "familiarity bias" makes them blind to the confusing experience a new customer faces. The key is to actively step outside this autopilot mode and see the experience with fresh eyes.
