CONTROLLING THE FLOODGATES
When designing a product or service, nothing is more valuable than the perspective of the individuals who might use it. Yet these perspectives proliferate, contradict one another, and change over time. Plus, there’s the difference between what people say and what they do. All of it needs to be interpreted and synthesized into a wider understanding of who the users are, what their behaviors mean, and the broader context of interaction.
For all its richness, user input is meant to inform, not replace, the designer’s expertise.
Originally published in PARACHUTES: Instructions for Landing in the 21st Century