If you’re building a product or service it’s most difficult to pop out of your bubble and what you’ve become comfortable with and imagine handing your creation over to somebody who has no idea how to use it.
If the first impression is bad, or uncomfortable, or not clear what the thing does for the user, you’ve probably lost them.
Make it easy for them to use your product or service. Make it easy for them to work with you. Take away the pain points, the tough spots, the moments of stress. Make things familiar and comfortable.
This, too, goes for all customer service and business communications. Be the fixer and let the people you work with remember working with you as a beautiful experience.