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This. Well, minus point 3 or include the user feedback in your goals. Also keep in mind that most people cannot articulate what they really want but most of the time they will complain about a bad solution.

Also try to mimic the other applications your clients are using regularly - even when the UX is bad. It’s easier for them to remember one broken workflow than multiple.

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I disagree in general with your second point. Yeah, sure, this could make sense in some situations, but many tools and products exist for the sole reason that they offer a superior workflow and smoother experience than their existing counterparts.

Wasn't there that classic HN post about users not needing Dropbox because any Linux user could do the same with rsync?

Sure, if you’re replacing functionality/processes then you’re right.

I was thinking of adding/integrating new processes. That’s imho the harder task because you usually have less data to work with.

Yes, most people are idiots. Ever thought that for those people to "articulate what they really want" means for you to try to undestand them and to speak their (technical) language ?

That’s what I was trying to say. It’s our job to read what they need instead of trying to do exactly as they say

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