> The upside-down ketchup bottle is hard to invent when you are trying to
> design from the production line floor.


Depends on your creative abilities and how well you study the activity of
pouring ketchup, I suppose. And you're sorta making my case for me here. You
can be an expert on this subject without ever talking to a single user,
iterate your way towards a better solution, and bam, find yourself with an
upside-down ketchup bottle.

It's not rocket surgery. A lot of problems can be solved very easily by
simply looking at the problem. Really looking. The tiniest bit of thought
could have very easily produced the upside-down bottle idea. Of course, if
you were really looking at the problem, you would have seen that the
upside-down bottle has issues (like the occasional inability to close the
cap without making a ketchup-y mess), and that there's probably a better
solution.

I'm not sure how documenting Joe the Occasional French Fry Eater would help.
(I know, I know, now all of you are going to say you wouldn't need a persona
in this case.)

-r-
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