In the past, I've
written about creating the best possible user experience (BPUX) and it's worth revisiting. Simply put, the basic metric for BPUX is how many clicks and how long it takes to accomplish a task. While you may be able to accomplish a task faster in ten clicks that takes me longer in three clicks, that's still not the BPUX. The reason you're so much faster is probably due to the fact you've memorized the click path and it's become second nature to you.
As Steve says below (52:14)...
You've got to start with the customer [user] experience and work backwards to the technology. You can't start with the technology and try to figure out where you're going to try to sell it. And I've made this mistake probably more than anyone else in this room and I've got the scar tissue to prove it.
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