Cut Cognitive Load Before You Add Content

The reframe: when customers struggle, the problem may be the lesson's load, not the customer's ability. Essential load This is the workflow complexity the customer truly must process. You cannot remove it, but you can sequence it. Supportive load This helps the customer form a durable model: why the workflow works, what good looks like, and what mistakes to watch for. Extraneous load This is avoidable burden: decorative screenshots, edge cases too early, repeated warnings, unclear labels, or details included because internal teams wanted them visible.

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