The article emphasizes the importance of conducting user research to uncover the true behavior and needs of users. It discusses how the results can often be unsettling, contradicting business assumptions and causing tension within teams. Drawing from a courtroom analogy, it highlights the challenge of presenting these findings to stakeholders who may prefer the comfort of their beliefs over confronting potentially disruptive truths. By acknowledging biases and emotional attachments to ideas, product teams can better understand and improve user experiences, despite the discomfort involved in facing reality.
In the UX world, we are often the ones who have to present the 'truth' - the truth about the real needs and behavior of users.
Sometimes the truth is inconvenient. Uncomfortable for the team, the managers, the client. Especially if they've invested a lot of time, money, and emotion into an idea.
Just like in a great courtroom scene... certain truths are too complex or dangerous for 'ordinary' people to understand or accept.
It’s easier to believe your own assumptions about the user than to face the reality, which might require changes or show you were wrong.
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