Observe
#62 - May.2023
In design, listening to customers' feedback is good. Working with customers in their environment and watching all the nuances of their day-to-day is priceless.
Human tasks are full of workarounds. It's people finding their ways to solve problems or accomplish goals.
It's human nature.
Observing these workarounds and learning from them is a proxy to find insights and opportunities for adding value.
Focus on finding the tasks with the highest cognitive complexity (deep thinking and decision-making) or loops (repetitive low-value work).
Reduce cognitive load and remove loops through technology.
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