Too many people are focused on user personas, but I hate them. Unless your personas are thoroughly researched and vetted, all personas are are imagination at play. And even when they’re researched well they’re not going to cover every use case.
I couldn’t agree more that we have to think about and plan for the outliers, but we can’t let them dictate our work. It would be crippling to do so. Some people just love to watch the world burn and we shouldn’t be designing for that.
Great article, I loved it!!