…Users never read manuals but start using the software immediately. They are motivated to get started and to get their immediate task done: they don’t care about the system as such and don’t want to spend time up front on getting established, set up, or going through learning packages.
The “paradox of the active user” is a paradox because users would save time in the long term by learning more about the system. But that’s not how people behave in the real world, so we cannot allow engineers to
build products for an idealized rational user when real humans are irrational.
We must design for the way users actually behave...(not how we expect them to behave – or how they tell us they will behave)