> These people have significantly different mind and way of using products (especially tech products), than mass market.
I think the point the article is trying to make is the high-expectation customers have or quickly find a way that definitely works for them. Whereas the typical customer will poke at it, say it doesn't work, and move on.
From a design standpoint, you want to start with an overall system that definitely works with some motivation and then solve the problems that block other customers from using it.
And I think it's implicit in their argument that you won't solve these problems for everyone who could potentially use the product, and that's a business tradeoff you have to make.
I think the point the article is trying to make is the high-expectation customers have or quickly find a way that definitely works for them. Whereas the typical customer will poke at it, say it doesn't work, and move on.
From a design standpoint, you want to start with an overall system that definitely works with some motivation and then solve the problems that block other customers from using it.
And I think it's implicit in their argument that you won't solve these problems for everyone who could potentially use the product, and that's a business tradeoff you have to make.