Asking customers/users directly what they need or how they generally do X or how often they do X...all of that results in inaccurate answers.
It's better to ask specifically about past behavior.
When people don't know, they often default to a generalized or rationalized answer. People have a tendency to "rationalize our behavior even when we can't know the reason" (aka "left brain interpreter").
Asking about past behavior can help us uncover the reality.
Tags: customer interviews user research
ID: 2022-0110-0738
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