Feature Fatigue - The New Yorker
A new study by Katherine A. Burson, a marketing professor at the University of Michigan, shows that, when we buy things like golf balls and digital cameras, we generally do a poor job of evaluating our skills, and so get stuck with unsuitable products. We’re also willing to pay for extra options because we feel shortchanged if we don’t have them. But, once we actually have a product, our patience with all those features runs out very quickly. Elke den Ouden found, for instance, that Americans who returned a product that was too complicated for them had spent, on average, just twenty minutes with it before giving up.