, 5 tweets, 2 min read Read on Twitter
Differentiating "users want this" from "users might want this" is a vital product function.

Often, PMs mess this up because they turn to "user proxies" (client-facing colleagues: CS, Sales) rather than #UX researchers.


The proxies have a lot of experience with customers, but don't do the same job a researcher does. They don't construct personas, use cases, etc. They rarely document the things that product might need to know. All they can say is "yeah, clients do all kinds of stuff."

So the product spec ends up trying to cover "all kinds of stuff." PMs drive developers and designers crazy with edge cases. Architectures and scenarios spin out of control.

Involving client-facing colleagues is a great idea, but it can't be where your research *ends.*

I've had moderate success with training CS specialists to record customer calls in a breakdown report format: what the user wanted to do, what the right way is, what they actually did, how long it took, their expertise lvl, quotes, etc.

But FT researchers are irreplaceable.

If your team is struggling with doing research, @mulegirl's Just Enough Research (and general research wisdom) are a great place to start. @jmspool and his @UIE also have a series of articles that'll get you rolling.


Missing some Tweet in this thread?
You can try to force a refresh.

Like this thread? Get email updates or save it to PDF!

Subscribe to Pavel A. Samsonov
Profile picture

Get real-time email alerts when new unrolls are available from this author!

This content may be removed anytime!

Twitter may remove this content at anytime, convert it as a PDF, save and print for later use!

Try unrolling a thread yourself!

how to unroll video

1) Follow Thread Reader App on Twitter so you can easily mention us!

2) Go to a Twitter thread (series of Tweets by the same owner) and mention us with a keyword "unroll" @threadreaderapp unroll

You can practice here first or read more on our help page!

Follow Us on Twitter!

Did Thread Reader help you today?

Support us! We are indie developers!

This site is made by just three indie developers on a laptop doing marketing, support and development! Read more about the story.

Become a Premium Member ($3.00/month or $30.00/year) and get exclusive features!

Become Premium

Too expensive? Make a small donation by buying us coffee ($5) or help with server cost ($10)

Donate via Paypal Become our Patreon

Thank you for your support!