… (usually), it’s just that they don’t know what they want when they don’t know what’s possible.
So how do you hone in on what users really need? You talk to people who represent a heterogeneous cross-section of your target population, consider their built-in biases and perspectives and triangulate from there. In my experience, I’ve found it helpful to talk to users who represent the leading, middle and trailing adoption populations in my market as well as influential observers.
With some interesting thoughts in the full post on what to look for (and what not to look for) with each segment of the population. In a sense this is an attempt to find a methodology to address the problem of the previous post.