Understanding Needs: The Importance of Tailored Solutions

Chapter 1: The Disconnect Between Requests and Reality

When we encounter requests for assistance, it's often based on past experiences. For instance, consider someone who's never interacted with a modern touchscreen. They may ask for buttons to zoom in and out on a map, unaware that these actions can be accomplished more intuitively through gestures. This highlights a crucial role for designers: to offer optimal solutions instead of merely executing what is asked.

Sometimes, I notice similar opportunities in everyday life.

A personal anecdote illustrates this idea effectively.

Section 1.1: A Real-Life Example

A few weeks back, I visited my in-laws shortly after they had a new gas boiler installed. Just moments after I settled in, my mother-in-law handed me the instruction manual and inquired about switching the system between automatic and manual settings.

I often feel pressured in such situations, as people seem to expect me to know how to operate every device without any introduction. Over the years, I've become too compliant, simply following requests without questioning them. However, this time, I took a moment to investigate.

Upon examining the programmable thermostat, I realized it was configured for individuals who leave for work during the day and return at night. While this setup works for many, it was not suitable for my in-laws, who are in their 80s and typically stay home.

Section 1.2: Recognizing the Actual Needs

It became clear that my mother-in-law planned to turn the system off every night and reactivate it each morning. I thought to myself, “What would I prefer in their shoes?” Certainly, I wouldn’t want to wake up to a cold house and have to fiddle with buttons.

Knowing my mother-in-law is considerate of others' time, I realized proposing an alternative wouldn't be straightforward. Yet, I felt compelled to suggest a solution.

So, I recommended keeping the system in automatic mode and programming it to align with their daily routine. After a bit of button-pushing, we set it to her preferred times and temperatures, sparing her the hassle of adjusting it twice daily.

I felt fortunate to be there at that moment and to have the confidence to address her actual needs rather than merely responding to her initial request. If only the designers of such technology would consider what users genuinely require and create more user-friendly interfaces!

The first video, "Stop Giving Advice to People Who Don't Ask For It," delves into the importance of understanding when to offer solutions and when to hold back.