THE USABILITY MYTH: USERS DON'T REALLY KNOW WHAT THEY WANT (AND THAT'S TOTALLY OK!)

Summary from the TLDR Design newsletter

Users often struggle to articulate their needs, focusing instead on familiarity and comfort. Designers must go beyond feedback and observe behaviors, test innovative ideas, and balance usability with delight. Great design anticipates user needs, combining empathy with expertise to deliver solutions users may not initially envision but ultimately value and embrace.