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The Role of User Feedback and Research in UX | UX Series Part 2 of 6

Diego Carrasco G.
5 min readDec 28, 2023

Context

In the field of User Experience (UX) design, understanding and integrating user feedback is paramount. This insight is crucial during the discovery phase, where proximity to the issue can often lead to overlooked user needs.

What does this mean? It means that designers, product owners, product managers, and other team members are often too close to the project to see the bigger picture. They are too familiar with the product to identify its flaws and shortcomings.

You may also call this “expert blindness”, which is the inability to see something according to a beginner (or non-expert). This is a common problem in many fields, and it’s also a common problem in UX design.

Fictional real-life-problem example

There are many examples of this, but one common one is the following situation:

Please take into account that this is a fictional example, but it’s based on real-life situations.

A user is trying to perform a task on a website or app, but they can’t find the button or link to do it. This user calls support and asks for help, and support does not understand the problem (because they explain where the button is, and the user cannot find it) and asks the user to create a ticket and add a screenshot of the problem. Support then derives the ticket to the product owner (because, who knows a product better than

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Diego Carrasco G.
Diego Carrasco G.

Written by Diego Carrasco G.

Hi, I'm an entrepreneur-turned-developer living in Germany. I enjoy learning, write, coffee and solving problems. I write mainly about technology.

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