Conversation

LPT for FLOSS people (and others, I guess):

If you want your Thing to be user-friendly, especially towards non-tech people, try to implement a way to submit bugs and feature requests that is a) easily reachable (prominently displayed on your site etc) and b) easy to use.

Also let people ask questions about said Thing, preferably privately, and try to fold in the answers in relevant sections (about, guides/tutorials, etc)