12. A matter of bandwidth

THERE ARE MULTIPLE DIMENSIONS THAT EXPLAIN what happens to a user when faced with a problem and its possible solutions. Those dimensions are:

• What they ask for
• What they say
• What they think
• What they want
• What they do
• What they need

Focusing exclusively on what the user asks for limits the “bandwidth” of information we receive to be able to understand the problem and its possible solutions.

Surveys, for example, only focus on what the user says.

It is necessary to investigate all dimensions, with special attention to what the user does, to be able to design what he needs.

Only in this way can we expand our information bandwidth and improve the decision-making process.

The goal is to gradually have the maximum bandwidth in each dimension.