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And what it does is it changes the way you sort of build software.
这样对他们做好软件的影响很大
Jared Spool has another way of talking about how we build products.
Jared Spool还提到了另外一种提升产品的方法
Right? Let's imagine that this represents all the knowledge needed to sort of use your app on a spectrum.
我们假设，这段表示使用你的软件所需要掌握的知识的情况
Right? This is like no knowledge.
最左边代表啥都不知道
Right? And this is all the knowledge needed. Right?
最右边表示，啥都知道
And these two lines are pretty much your interactions with users what you're trying to get them to.
中间这两条线表示你和客户之间的交互
This is currently where their knowledge point is and this is the target knowledge point
左边这条线表示用户实际的了解程度右边这条线表示
that you're trying to get them to, to understand that to use your app.
你期望用户对软件的了解程度
The gap between those is called the knowledge gap, Jared Spool called it, Spool calls.
中间这一段，Jared Spool称之为"知识代沟"
And what's interesting about this is there's only two ways, right, to sort of fix this.
有趣的是，只有两种方法能够消除"知识代沟"
That gap represents how intuitive your app is, right?
这段代沟也表明了你的软件有多直观
You either get the user to increase their knowledge or you decrease the amount of knowledge that's needed to use your application.
一种方法是，提高用户对软件的了解程度另外一种方法是降低软件使用的难度
And oftentimes, as engineers and people who build and work on products, we think let's add new features.
通常软件的开发者会想给软件添加一些新功能
And new features only means let's increase the knowledge gap.
添加新功能就意味着，"知识代沟"又变宽了
So for us we actually focused a lot on the other sort of direction.
而Wufoo却把注意力放在另外一种方法上
And so what that meant we spent a lot of time, 30% of our engineering time was spent on internal tools to help with our customer support stuff.
我们花费了大量的时间工程师30%的时间用来研发网络工具帮助用户使用我们的产品
But oftentimes it was spent helping people help themselves.
通常，把时间花在让用户自助解决问题上
Things like frequently asked questions, tool tips.
比如说，我们建立了"常见问题" "小提示"
Things like, if you just click the help link, right, instead of taking you to the generic help sort of documentation page,
点一下"帮助"可以自行解决问题而不是跳到传统的那种全文字的"帮助"界面
you go to the specific page where you're looking at is going to be most, sort of, appropriate for what you're working on.
在寻求帮助的地方点开"帮助"就能找到相应的说明，是极好的
