The 2% Rule:
I think of the 2% rule as a cousin of Murphy’s law. Murphy’s law states, “Anything that can go wrong will go wrong.” The 2% rule states that “No matter how right something is, 2% will find a way to use it wrong.” So you know what? You should let that extra 2% go. Don’t spend a lot of time trying to accommodate or anticipate the problems that a small minority will have. It is pretty simple: the amount of time spent building solutions to problems should be proportionate to the amount of users who will have that problem. Don’t spend a day coming up with a workaround for 400 people when you could spend a day improving the experience for 19,600 others. Just let it go. There will always be a minority who find a way to break something in a way you can’t anticipate. Good customer service and troubleshooting can take care of them after the fact.
Fran Zablocki 