From Look at it Another Way by Indi Young

The people who designed the bike talk about what the bike can do, but the rider wants to find out what she can do. In the former vocabulary: “We give you 20 gears.” In the latter vocabulary: “I’ve decided to bike to work twice a week, but I fear the pain of getting up that steep hill on the way there.” If the bike company were smart, they’d be talking about making it easier to get up hills while commuting to work, or suggesting alternate routes or techniques so that you’ll arrive at the office without needing a shower and a nap.

From the excellent introduction by Karl Fogel to Version Control with Subversion:

No one ever called the tech support line and asked, “How can we maximize productivity?”. Rather, people asked highly specific questions, like, “How can we change the calendaring system to send reminders two days in advance instead of one?” and so on. But it’s a lot easier to make up imaginary Frequently Asked Questions than it is to discover the real ones. Compiling a true FAQ sheet requires a sustained, organized effort: over the lifetime of the software, incoming questions must be tracked, responses monitored, and all gathered into a coherent, searchable whole that reflects the collective experience of users in the wild. It calls for the patient, observant attitude of a field naturalist. No grand hypothesizing, no visionary pronouncements here—open eyes and accurate note-taking are what’s needed most.