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A mental model I use when designing B2B SaaS is trying to find the right balance of "magic". Magic in this context: things the system is doing that the user can't see. Used in the same way that developers talk about a dev framework being “like magic” or "too much magic". Examples:

20/11/24, 5:17 pm0 reposts1 like

Josh Wayne

@joshwayne.com

20 Nov 2024

Too much magic: "I don't know how it's getting these results" "I can't trust results I can't troubleshoot" Too little magic: “I can make this in Excel" "seems like more work than it's worth"