The Usability Myth: Users Don’t Really Know What They Want (and That’s Totally OK!)

If you’ve spent any time in UX design, you’ve probably heard it a thousand times: “Design for the user.”

It’s our golden rule, the heart of usability testing, and the crux of every client pitch. But let’s get real for a second—do users actually know what they want?

Spoiler alert: not really.

Before you grab your wireframes and storm off, hear me out. This isn’t a knock on users (or usability). It’s about recognizing that people often have no idea what they need, much less how to articulate it. And honestly? That’s not a bad thing—it’s where you, the designer, come in.

The Great Disconnect: What Users Say vs. What They Do

Let’s face it: user feedback is messy. One user says they want something “intuitive,” another wants “more features,” and someone else just wants things to “feel nice.” Helpful, right?

But when you watch these same people use your design, it’s a different story. They’ll stumble, get stuck, or use features in ways that make you question humanity.

Here’s the thing: users are terrible at predicting their own behavior. It’s not their fault—it’s just how we’re wired. Think about it: ever bought a gym membership in January because you thought you’d work out every day? Exactly. Users are no different.

Real Talk Example: Remember when touchscreens first hit the market? Focus groups hated them. “No physical keyboard? Nope, won’t work,” they said. Yet, here we are, swiping our lives away on glass screens. Steve Jobs knew something users didn’t: people often resist what’s unfamiliar—even when it’s what they truly need.

Why Users Aren’t the Best Experts on Their Own Needs

1. People Stick to What They Know:
   Ask someone what they want, and they’ll usually describe a slightly improved version of what they already have. It’s like asking for a “faster horse” when what they really need is a car. Users frame feedback around their current experiences, not the possibilities you can offer.
2. Emotions Over Logic:
   Change freaks people out. Even if it’s objectively better, users often hate redesigns simply because it disrupts their habits. (Cue the outrage every time a popular app updates its interface.)
3. Biases Are Everywhere:
   Cognitive biases—like anchoring to what’s familiar or resisting loss—mess with how people evaluate new designs. Users don’t mean to mislead you, but their brains are wired to prefer comfort over novelty.

So, Should We Ignore Users? (Hint: No)

Let’s be clear: this isn’t about throwing usability testing out the window. It’s about understanding that user feedback is just one part of the puzzle.

Your job as a designer isn’t to take everything users say at face value—it’s to dig deeper and figure out what they really need, even if they can’t articulate it.

Here’s how:

• Watch What They Do: Actions speak louder than words. Instead of relying on interviews and surveys, observe how users actually interact with your design. Their behaviors will reveal more than their opinions ever could.
• Test the Unexpected: Sometimes, users need to experience something before they realize its value. Build prototypes that challenge their assumptions. Push boundaries.
• Balance Functionality with Delight: Usability matters, but so does creating moments of surprise and delight. Remember, the best designs don’t just solve problems—they spark joy (thanks, Marie Kondo).

You’re the Expert—Own It!

Let’s not forget: users aren’t designers. That’s your role. You’ve got the skills, the data, and the vision to guide them. Sure, listen to their frustrations, but don’t stop there.

Use that insight to innovate and lead. Sometimes, being a great designer means saying, “I hear you, but trust me—you’re gonna love this.”

Take Tinder’s swipe interface. Did anyone ask for it? Probably not. But it fundamentally changed how people interact with dating apps. The lesson? Users may not know what they want, but they’ll know it when they see it.

The Future of UX: Designing for What’s Next

As we step into a world driven by AI and predictive technologies, the role of the UX designer is evolving.

It’s less about responding to what users say they need and more about anticipating behaviors and delivering experiences they didn’t even know were possible.

The next big thing? It’s not going to come from a user focus group—it’s going to come from bold, visionary design.

The Bottom Line: Users Don’t Know What They Want, and That’s Okay

At the end of the day, users don’t need to know what they want. That’s your job. It’s about striking the perfect balance between empathy and expertise—listening to users, but not being afraid to lead them somewhere better.

So, the next time feedback leaves you scratching your head, remember: it’s not a sign you’re off track. It’s an opportunity to dig deeper, think bigger, and create something users didn’t even know they needed.

Noah Davis

Noah Davis is an accomplished UX strategist with a knack for blending innovative design with business strategy. With over a decade of experience, he excels at crafting user-centered solutions that drive engagement and achieve measurable results.