Workarounds may lead to surprises or anomalies.
When you see something unexpected, you need to ask, ‘Why did you do that? Well, that doesn’t make sense. I never expected that.”
Marketing and software engineers can observe customers in their homes as they load and attempt to use.
At Intuit we teach our people to ask these two questions as they observe:
- What is surprising?
- What is different from what you expected?
That’s where true learning and innovation starts.