Earlier quoted context omitted.
> Almost always, your customer doesn't know what they want - they think they do, but they don't I honestly don't understand this statement. Could you provide an example to elaborate on this point? I have read it at so many places but it sound more like the fashionable thing to say. The "need" have a starting point, may be a very high level problem statement, and then through analysis, back and forth question answerin…
it's an old and widely accepted truism. I don't know how much formal research had been done into it.
Typically you'll get software researchers with no industry experience conducting studies on "subjects of convenience"—their undergraduate programming classes.