I had this one user testing out a Contacts list view prototype and asked him if he usually sorts/filters his Contacts. He said no because he wouldn’t need do so. However, when he discovered the new filters dropdown menu, he was amazed by how convenient it is to sort and filter multiple options at a time and immediately asked when that can roll out in production.
I thought this was an interesting insight. One thing I try to keep in mind when interacting with users is that it’s not their job to know what they want. We need to listen, observe, and then design and interate.