Why what your clients ask for isn't always what they actually need, and how to uncover the true strategic needs beneath the surface

When we talk about User Experience (UX), we tend to imagine the "perfect user": someone tech-savvy and fast, who navigates through complex features with their eyes closed. In reality, however, the world’s most successful digital products weren’t built for the most sophisticated user. They were built on one of the industry’s oldest benchmarks: "The Grandma Test." The phrase "design it like your grandma is going to use it" originated in the early days of personal computing, whe