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Summary
In tech culture, everyone is hell-bent on coming up with answers and solutions. We all assume we know what the person’s problem is; rarely does tech culture start at the very beginning, understanding the variety of approaches real people have to their real purposes and different moods and contexts. Instead, we build an idea into experiments to see if it solves the imagined “problem.” Sound familiar? We can’t go on solving things based on our own thin understanding of how others perceive the problem. We can’t go on assuming everyone is in the same mood and context. There is no one-size-fits-all solution. Indeed, we have done a lot of accidental harm in the world with the assumption that the tools we design are “neutral.” We need to get better at paying attention. We need to slow down and gather a richer, more nutritious understanding of the people we are trying to support. And we need to point a beam of light into possible future outcomes. Let’s put equal emphasis on the problem. Spending equal time in the problem space generates rich understanding. Understanding the depths, perspectives, horizons and histories of the way people achieve their purposes opens up loads more opportunities. We can begin making solutions that eschew “engagement” to truly support different people in different ways. The problem space deserves more attention and a slow cycle all of its own.
Key Insights
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Problem space research is crucial for understanding diverse user perspectives.
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Qualitative data should not be overlooked in favor of quantifiable data.
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Empathy is a skill that enhances researchers' understanding of user needs.
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‘Research theater’ occurs when teams generate results without sufficient data collection.
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Stakeholders often misinterpret what constitutes actual research.
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True understanding of users comes from exploring their purposes, not just demographics.
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Listening sessions can provide richer insights into user motivations and barriers.
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Diverse thinking styles should be developed beyond traditional personas.
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Technology often prioritizes engagement metrics over user intention and purpose.
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Advocating for ethical research practices, especially in tech environments.
Notable Quotes
"We glorify people who can come up with solutions, but we often neglect those who create knowledge."
"We need to do better than simply expanding team diversity; we must also engage in thorough research."
"Cognitive empathy cannot form at the surface level; we must dig deeper."
"Every person has their own unique way of processing information and achieving their purposes."
"Most of the time, teams are making assumptions rather than conducting actual research."
"Stakeholders’ misconceptions can lead to poorly framed studies and misguided findings."
"Let's start grabbing the reins and push back against superficial interpretations of research."
"The problem space must focus on understanding people's purposes, not just their interactions with us."
"Data alone does not provide the full story; context and understanding are key."
"We need to shift from solution space ideation to deep problem space exploration."
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