Data-driven User Guidance & Guidance-driven User Analysis A Pendo Manifesto2 In their seminal study of computer users, researchers at the University of Texas El Paso discovered that about 5% of software usability problems are successfully resolved by consulting online or offline product documentation. 1 Or to put it more simply, “users don’t read the manual.” This is not a new problem, but in the world of software as a service (SaaS) and recurring revenue where today’s software providers compete, it is a much more acute one. Successful products today are ones that deliver value to users quickly and keep them engaged over time. Customers that struggle with usability issues, or can’t become proficient with application functions, certainly don’t realize value quickly and are likely

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