Ask “What Would the User Do?” (You Are not the User)

This bias explains why programmers have such a hard time putting themselves in the users’ position. Users don’t think like programmers. For a start, they spend much less time using computers. They neither know nor care how a computer works. This means they can’t draw on any of the battery of problem-solving techniques so familiar to programmers. They don’t recognize the patterns and cues programmers use to work with, through, and around an interface.

The first thing you’ll notice is that users do a core of things similarly. They try to complete tasks in the same order — and they make the same mistakes in the same places. You should design around that core behavior. This is different from design meetings, where people tend to be listened to for saying “What if the user wants to…?” This leads to elaborate features and confusion over what users want. Watching users eliminates this confusion.

Users tend to muddle through. They’ll find a way that works and stick with it no matter how convoluted. It’s better to provide one really obvious way of doing things than two or three shortcuts.
You’ll also find that there’s a gap between what users say they want and what they actually do. That’s worrying as the normal way of gathering user requirements is to ask them. It’s why the best way to capture requirements is to watch users. Spending an hour watching users is more informative than spending a day guessing what they want.