Yeah, if a user is completely lost to the point of giving up on your site despite having a genuine interest in it, acting like he's wrong or stupid is completel

Yeah, if a user is completely lost to the point of giving up on your site despite having a genuine interest in it, acting like he's wrong or stupid is completely missing the point. The Ramen.is folks seem to have done a good job of taking the feedback to heart rather than getting defensive. Look at it this way: if you're trying to get a user to use your site, what difference does it make whether the problem is due to bad design on your part or him supposedly being a bit dense? Your goal is to get him to use the site, so you take the usability failure and figure out how to make it harder for him to fail.