# When guest complain about missing something in the hotel (sauna) and enough people complain, then the hotel might actually build a sauna just to find out that no one ever uses it. Example: During a company presentation of a hotel in Utrecht, the GM told the story that over the years they had a lot of complaints about not having a pool. The hotel decided to build a luxurious pool with sauna and a relaxing atmosphere. When they asked their guests what they thought of the pool, they said that they like to have it but they are not using it at the moment. David Pogue calls this the sports utility principle: people like to surround themselves with unnecessary power. They don’t need the pool and probably never use it, but they expect/want the hotel to have one because they ‘might use it’.
# Do not ask your stakeholders what they want the product to be or how to improve the existing products or services, but ask them what their problems are and get creative with this. Users don’t know what they want, EVER, but they know what problems they have. So start with problems, not solutions.
# Do not ask your stakeholders what they want the product to be or how to improve the existing products or services, but ask them what their problems are and get creative with this. Users don’t know what they want, EVER, but they know what problems they have. So start with problems, not solutions.