When observing customers, distinguish between their literal minute-to-minute actions (their "Calendar") and their underlying goals or intentions (their "To-Do List"). Product opportunities exist in the frustrating gaps where actions don't efficiently fulfill intentions.
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Customers, like founders, have a gap between their stated beliefs and actual behaviors. Instead of relying on discovery interviews, watch them work. Observing their actions reveals their true operating philosophy—what they genuinely value—which is a more reliable guide for product development than what they say.
Customers describe an idealized version of their world in interviews. To understand their true problems and workflows, you must be physically present. This uncovers the crucial gap between their perception and day-to-day reality.
Standard discovery questions about 'pain points' are too broad. Instead, focus on concrete 'projects on their to-do list.' This reveals their immediate priorities, existing attempts, and the specific 'pull' that will drive a purchase, allowing you to align your solution perfectly.
Startups often fail by targeting abstract concepts like 'markets' or 'personas,' neither of which actually buys products. The fundamental unit of demand is a specific project on a single person's to-do list. Solve for one person's tangible need, then see if that need replicates across many others.
True product demand lies in the gap between what customers are currently doing (observable on their calendar) and their ultimate goals (their mental to-do list). A successful product closes this gap, better aligning a customer's actions with their underlying objectives. This mismatch is where "pull" is found.
Some of the largest markets address needs customers have completely given up on because no viable solution existed. This powerful latent demand is invisible if you only observe current activities. You must uncover the high-priority goals on their mental "to-do list" that they have quit trying to achieve.
Users often develop multi-product workarounds for issues they don't even recognize as solvable problems. Identifying these subconscious behaviors reveals significant innovation opportunities that users themselves cannot articulate.
Instead of relying solely on demographic or behavioral data, use motivational segmentation to understand *why* users choose your product. Grouping users by their core emotional drivers (e.g., to feel productive, to feel connected) uncovers deeper needs and informs emotionally resonant features.
A product has strong market pull when it aligns with the customer's true goal (their "to-do list") far better than their current action (their "calendar"). Automated note-taking app JMP had pull because it perfectly matched financial advisors' hidden goal to minimize time spent on compliance paperwork.
Pull isn't just a problem; it's a state of active struggle. Think of it as physics: the customer is applying force toward a project, but their existing options are applying a counter-force. Your product's role is to unblock this potential energy, which is often invisible until a viable new solution is presented.