When people make a feature request, your job as a designer/researcher is to dig to understand the underlying need.
People tend to speak about problems in terms of solutions but the solution they have in mind may not be the best way to solve their problem.
Questions to ask when people make a feature request: • Why do you need that? • What would that enable you to do? • How are you solving this today?
It's important that customer-facing roles understand this. By probing on feature requests, they can generate a lot of valuable insights for the product team.
You should also always follow-up on emotional signals (e.g. "this is the worst part of my day").
Tags: user research customer interviews
ID: 2021-0602-0730
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