You're faced with ambiguous feedback from end-users in process design. How do you decipher their true needs?

Observe users in the actual location where they engage with the process. Their conduct may reveal demands they aren’t consciously communicating. To gather more information, pose targeted, insightful questions. For instance, rather than asking broad questions like "What don't you like?" or "Can you walk me across where things felt unresolved or challenging?" this helps recognize the precise point at which confusion or dissatisfaction arises. Concentrate on what users say and anything they may be putting out. Pay particular attention to tone, uncertainty, and common patterns in their comments, as these can indicate deeper issues. users and review changes based on their feedback to ensure they truly meet their needs.