Open the field to find the paths
There's a popular turn of phrase "pave the cow paths", which was introduced to me by my friend Chris Shiflett in one of his talks. The essence (as I understand it) of paving the cow paths is that it's easier to positively encourage users to act they way they already want to, than to have them change their behaviour.
Twitter has some great examples of paving the cow paths. Look at @replies, not a feature they built into the service, just something that developed through use. Later developers included features within the product to better support this. Hash tags followed the same route, possibly co-tags will come later.
In each of these cases the developers had the opportunity to observe how their users behaved (creating their own paths), then worked to encourage and support their behaviour (paving them).
I think there's a lot to learn here for people working on a new project or product. You can't hope to guess all the ways users will want to interact with your products. Those unexpected use cases may turn out (in the long run) to be a major part of your application. You can however release your core feature with some flexibility and mind, then watch.
I've written before about the hard choice of getting something right, or getting something up, and I argued then for just getting it up. I think this is another great reason to follow that route. In between releasing the product, and determining where the paths lie you'll have some time to round some corners and fix some bugs. Don't worry.
Finding the Paths.
Twitter had it easy, watch the stream see what users are doing. Your project is different, your paths will be too. Here's some ideas:
- Log routes not just hits.
- Common paths
- Wasted steps (do users always go home - friends - news? Then include News as a top level link, or drop them there in the first place)
- Give them somewhere to chat
- Leave it open
- Divide and Conquer
Your access log will contain a record of all the pages your users visit. Turn this raw data into information by tracking individual users as they navigate your site. Your webserver should allow you to modify the logging format to include enough unique information to track users (session id?). While IPs are not unique, they may be sufficiently unique for this purpose.Things to look out for
If they'll use it, user forums can be a great resource. Some of your more passionate users will start arguing for features with each other, saving you time and presenting ideas.
Many sites still try to lock you down when you register. A service devoid of APIs, restrictive comment fields and closed data. If your audience is at all techy, they'll try to pave the paths themselves while they're using the service. Wether it's greasemonkey scripts, bookmarklets, or full api implementations. These tools are invaluable maps to where the paths are being laid. If you've provided users with a place to chat (forums) you've provided a natural place for the developers of these tools to congregate and share. Help them! Then make them redundant by improving your app. Keeping them in the loop throughout the feature development process (hey! we love what you've done here, so much in fact we'd like our app to do it for everyone. Here's a preview what do you think) is a great way to solicit early feedback, and avoid developer backlash.
In Malcom Gladwell's article The Ketchup Conundrum (also appearing in What the Dog Saw) we learned that there is no one perfect spaghetti sauce. Different people want different things, chunky vs smooth, thick vs thin, etc. Your service may be no different. Again, consider twitter. There's users who tweet each inane portion of their lives to a few close friends. Others who tweet carefully and selectively. Since different people will want to use it differently, stop trying to find one trend within the whole. Instead look for segments in your user base, and discover what their needs are. Where needs prove to be mutually exclusive, provide the ability to customize the experience.