They say that good designers fall in love with problems, not with solutions. I tend to agree, and the first thing I always ask new customers to do is

Stop inventing product problems; start solving customer problems

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2024-12-11 21:00:11

They say that good designers fall in love with problems, not with solutions. I tend to agree, and the first thing I always ask new customers to do is describe the problem they are facing.

A couple of years back, a customer came to me with a request: “Our CEO tried to use our product. His transaction didn’t go through and he couldn’t see its status. So customers being able to track their transaction is a priority problem that we need to solve.”

But we couldn’t convince the customer’s CEO to change it. He “fell in love” with the problem of not having a tracker. After two years of bashing away at the problem without moving the metrics, the customer’s team realized what we had told them in the first week: that they were trying to solve a product problem rather than a customer problem.

The build trap is when organizations focus more on shipping and developing features rather than on the actual value those things produce. — Melissa Perri, Escaping the Build Trap

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