Embracing the active user paradox

The active user paradox refers to users' tendency to start using products immediately without reading about them first, despite potentially saving time by doing so. This presents a challenge for product teams, particularly in the case of incident management software where time is often limited during usage. To address this, companies like incident.io focus on creating intuitive and ergonomic products that minimize cognitive overhead and do not require extensive documentation. By embracing the active user paradox through features such as sensible defaults, plain language, timely prompts, and Slack integration, they aim to provide a seamless experience for users while still enabling them to get the most out of the product.