5 Noteworthy things I learned from user discovery sessions

As a product designer in a team that adopts the Teresa Torres’ “continuous discovery” framework, I have familiarized myself with discovery sessions and conducted them on a weekly basis, serving different product goals. This has helped me gain perspective on what problems and opportunities to explore within the product scope. Better yet, this has led me to refine initial problem statements and frame them within user needs.

Before getting into it, let’s step back and define Discovery properly.

Discovery is about learning about all aspects of the problem so we can define it and frame it appropriately. This sets us up to solve the right problem whether through technology, people or process. — Nielsen Norman Group

To clarify further the elements of “real” discovery, I will be leaving this link here for you.

Okay.. let’s cut to the chase, here are my 5 key takeaways that I stumbled upon during user discovery sessions:

1. Users don’t know what they want or would like to do, users only know what they did..

Users only know what they did in a specific situation, in the past.
Going into the loop of their wants might lead into bringing to life many unused and unnecessary features and add-ons.

A user who has -been there done that- will unravel many more valuable insights from an actual need than from a perceived want in a -might you or would you- scenario.

2. You can always find patterns in behaviors.

Isn’t that the human condition after all?

Keep an eye out for the patterns, themes and recurring journeys that emerge at all the stages in your discovery dive. This could even change the course of your discovery at some point, and help you learn where to dig deeper or better yet on whom to focus your attention.

That’s why always keep in mind, when studying patterns, that.. *see below👇*

3. Patterns change within user segments.

What is valid for one segment might be irrelevant for the other. Find the relevant segment that relates the most to your main problem statement and assess its impact. Overgeneralizing solutions and designing for a “universal” user is the fault of all “discovery generated” problem solving.

You might be even looking at the wrong angle of the problem in the pre-defined segment!

4. If they use it elsewhere, they will probably use it in your product.

Don’t shy away from asking the users about their related experiences outside of your product/vertical or even industry.

Familiarity is key when it comes to insights. Something that is already out there and utilized by users could bring out opportunities that you haven’t tapped on or thought about.

5. Discovery will lead to more discoverability.

Assess, assess again and re-assess. Questions might change, and problems’ perspectives and angles will evolve along the way. Don’t be scared to change direction or iterate if needed. These iterations can be a good sign of progress within the research process.

On a final note, continuous discovery is a learning process about the user, not your service or product. Once you put the user in mind and as a core element, you will be able to better define and frame user problems and possible opportunities.

While it’s fine to jump to conclusions within the discovery process every now and then, be careful not to fall in the trap of bringing in your pre-assumptions and trying hard to prove them through the sessions.

Have a merry and happy discovery! ✌