Can Facebook Innovate? A Conversation With Mark Zuckerberg - NYTimes.com - NYTimes.com

A planetary perspective

"But understanding who you serve is always a very important problem, and it only gets harder the more people that you serve. We try to pay a lot of attention to this by a combination of very rigorous quantitative and qualitative feedback. But if you’re serving 1.2 billion people, it’s very hard.

And I think the age thing is probably not the biggest one I worry about. I’m focused on Internet.org and how to connect all these people. But my life is so different from the person who’s going to be getting Internet in two years. One of the things that we do is ask product managers to go travel to an emerging-market country to see how people who are getting on the Internet use it. They learn the most interesting things. People ask questions like, ‘It says here I’m supposed to put in my password — what’s a password?’ For us, that’s a mind-boggling thing."

Can Facebook Innovate? A Conversation With Mark Zuckerberg - NYTimes.com - NYTimes.com