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Laura Creighton's avatar

Talk with people who develop software for a living. This is the universal experience -- you come up with an improvement, and roll it out to your users. They try it. They like it. And immediately they have ideas as to how it could be better, how it made them want new and different features, how it would be better integrated with X, with different colours, controls, persistence, you name it. It's exhausting. Especially when the new demands mean that you will have to do a complete re-write of the feature. "But we asked you about this, " you complain. "Why didn't you tell us you wanted this six months ago, when adding the feature would have been easy? You even told us that you didn't want things like exactly what you are asking for now?" "Ah, " they reply. "But we didn't know that we would want it until after you gave us this." Their imaginations are now fully engaged in 'how could things be better" because the distance between what they have and what they want seems surmountable. Before it wasn't even in the realm of possibility. When your customers tell you, "I never thought about this before"., they are being truthful, even though you have been obsessed with the problem for months now, as part of trying to figure out how to give them the best user experience. It's worse than the "you cannot read their minds" problem. Until you ship version 1.0 of the experience they don't even _have_ an opinion that could be read. (So, for goodness sake, give them enough time to think through their new ideas. Otherwise, you will come back with the new thing they asked for, only to discover that they have thought about it more and no longer want it..")

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Travis Monteleone's avatar

This is a great model for why it is the case that we have a negativity bias when it comes to news and narratives. Our negativity bias has historically been useful in focusing on problems and their potential solutions. The problem today is that we can now mass produce negativity, but we have a poor understanding of our attraction to it and our need to regulate our negativity consumption. A good analogy is sugar. There's a good, rational reason why we should enjoy sugar based on evolutionary forces. Now that we can mass produce sugar, however, we need to learn how to regulate our consumption or face negative health consequences. Negativity is the same.

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