But, when they were asked to use the digital device, so-called "feature fatigue" set in. They became frustrated with the plethora of options they had created, and ended up happier with a simpler product.
what users say they will do, and what they actually do, are often two very different things. you have to observe what users actually do.
http://www.codinghorror.com/blog/archives/000880.html
