Then after more blood, sweat and tears, I finally get it installed, and I’m unable to find the feature. Why? They violated a principle within usability called “Location Convention” (or “Expected Location”), i.e. the pre-conceived notion a control should be clustered with other like controls or in a traditional location (see http://www.usabilityfirst.com/glossary/convention/). The Hangout button was in a left-hand column squeezed between other unrelated features, whereas I was looking in the traditional web locations: top or left-hand menus. It literally took ten minutes and a co-worker’s assistance to find it. C’mon Google – if I can’t get off the start line, I’m not running the race. Despite your dominance in other areas, you should realize that making the early engagement easy is critical.