When building a use case with targeted groups in your organisation, you might need to think in a little differently when the users are describing their goals or problems to you. The users knows their job well. They might have a fixed idea or procedure of doing certain things but they might not know what Webex is capable of and maybe there’s a better and easier way of doing things that they are not aware of. It is important to not go down the rabbit holes with the users and get stuck on something that might be technically not possible because it was the way they did it. Try to take a step back and be creative. Pull the users out of their rabbit holes and you might impressive them with a solution and features that they never knew.
“They don’t know what they don’t know”
