Learn to use chasm theory through adoption differences, complete task support, explicit setup costs, and tests with customers beyond the initial audience.
Chasm theory describes a gap between early technology adoption and broader mainstream use. Further customers may need different evidence and support.
Investigate purpose, assistance, and adoption cost rather than treating the model as a universal sequence for every product.
Geoffrey Moore’s official account distinguishes early adopters from pragmatic mainstream customers. (Geoffrey Moore: Crossing the Chasm) Use the model without treating customers as fixed personality categories.
Investigate use and non-adoption reasons.
Investigate setup, instruction, and necessary connections alongside features. Define support when the product alone does not complete the task.
Compare purchase price with migration and learning effort.
Research tasks and adoption circumstances beyond initial users. Record comprehension separately from actual use.
Publish capabilities, setup steps, and support scope.
Early users may accept manual setup that later users cannot perform. Test materials, configuration, and support as one task, recording operations performed by the provider on the user’s behalf.
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A: A modeled gap between early adoption and mainstream use.
A: Apply the model through research into actual needs.
A: Assess setup and support needed for task completion.
A: Tasks, adoption cost, comprehension, and use.
Define Completion through Required Quality and Useful Refinements
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