# Embracing the active user paradox

DevFeed: [Embracing the active user paradox](<https://devfeed.tech/articles/embracing-the-active-user-paradox-11768.md>)

Original publisher: [Read original article](<https://incident.io/blog/embracing-the-active-user-paradox>)

Author: Luis Gonzalez

Published: 2023-03-16T00:00:00Z

Content type: article

Language: en

Sources: [The incident.io Blog](<https://devfeed.tech/sources/the-incident-io-blog.md>)

Topics: [incident management](<https://devfeed.tech/topics/incident-management.md>), [Incident response](<https://devfeed.tech/topics/incident-response.md>), [User Experience](<https://devfeed.tech/topics/user-experience.md>), [Software as a service](<https://devfeed.tech/topics/saas.md>)

Tags: [incident](<https://devfeed.tech/tags/incident.md>), [incident-channel](<https://devfeed.tech/tags/incident-channel.md>), [incident-management](<https://devfeed.tech/tags/incident-management.md>), [incident-response](<https://devfeed.tech/tags/incident-response.md>), [outage](<https://devfeed.tech/tags/outage.md>), [post-mortem](<https://devfeed.tech/tags/post-mortem.md>), [product](<https://devfeed.tech/tags/product.md>), [saas](<https://devfeed.tech/tags/saas.md>), [slack-incident](<https://devfeed.tech/tags/slack-incident.md>), [user-experience](<https://devfeed.tech/tags/user-experience.md>)

## AI overview

This article explains the "active user paradox": users usually want to start using a SaaS product immediately instead of reading its documentation, even though learning first could save time. incident.io describes addressing this through intuitive user experience, ergonomic design, sensible defaults, and a low-cognitive-overhead workflow for declaring, running, and closing incidents. The article begins outlining how these defaults support incident response without requiring extensive manual reading.

## Source excerpt

At incident.io, we prioritize having a product that's intuitively designed to combat the active user paradox. Let us explain.