User experience is really a way of defining and planning what we want a user to learn, so we also need to think about our own work as how to teach.
Research on teaching and learning has produced two concepts that can help explain why people struggle to get unstuck and what to do about it: 1) cognitive load and 2) the zone of proximal development.
When you’re confronted with an extremely frustrated person because of a user experience you have helped create (or ideally, before that scenario happens), ask yourself a couple questions: * Did I put too much burden on their learning experience at the expense of the material? * Did I do my best to support their movement from something completely familiar to something new and/or unknown?
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