AlbertoPL is right: "In most cases, even users donβt know what they want!"
And if they know, they have a solution in mind and determine the aspects of this solution, and not just talk about the problem.
And if they tell you about the problem, they may have other problems, not knowing that they are related to a common cause or a common solution.
So, before you implement the mock-ups and prototypes, go and see what the customer has or what the staff still does manually.
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