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From:
Nielsen Norman Group
(Uncensored)
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First Rule of Usability? Don't Listen to Users
https://www.nngroup.com/articles/first-rule-of-usability-dont-listen-to-users/
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For good UX, watch what users do, not what they say. Self-reported claims and speculations about future behavior are unreliable. Users do not know what they want.
