Assuming vs. listening: Effectively listening to users’ feedback — part 2

Making assumptions is actually making up parts of the picture

Why do we make assumptions?

We make assumptions, so what?

How to avoid making assumptions

  • Raise awareness. Becoming familiar with our natural tendency to make assumptions is a start. Starting now, pay attention and identify in real-time when you make assumptions.
  • Realize that not knowing is OK. You cannot know everything. It’s fine to ask for an explanation, more details, or examples when you don’t understand what you’ve been told. It doesn’t mean you’re stupid. You’d better ask and learn than keep yourself in the dark, not knowing.
  • Same goes for not understanding. Keep asking until you get it.
  • Once you think you understand, validate that you’ve got it right. This one is super tricky because we’re under the impression of understanding and alignment, while this might not be the case. You can do it by asking open questions: “What do you mean…?”, “Can you elaborate on…?”, “Can you specify…?”, “How do you do…?”, “Do you have an example for…?”
  • Communicate explicitly. Ask clear questions. Say — don’t imply — what you need to know. Be polite, yet clear.
  • Be patient.

Ready to become more professional?

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UX leader : Mentor : Personal life coach : Biophysicist. Always moving forward, constantly challenging myself to go down the rabbit hole to grasp the unknown.

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Marvily Meirav HP

Marvily Meirav HP

UX leader : Mentor : Personal life coach : Biophysicist. Always moving forward, constantly challenging myself to go down the rabbit hole to grasp the unknown.

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