Trust people when they report there's a problem, but don't trust them with the solution.
Otherwise we would get faster horses instead of cars.
Otherwise we would get faster horses instead of cars.
* The user is always right.
* The user is not always right.
And then the explains the first point is that the user should be treated as the authority on what their problem is. You can't just tell them they're "doing it wrong" or rationalize away their pain.
The second point is that users are not designers and shouldn't have to be. They'll often come up with ideas for solutions, but you shouldn't take those as what needs to be done.
Good example is FTP. Obviously, for anything requiring any kind of security, use SFTP. But I kid you not, almost all FTP-related questions on the internet have answers like "are you still using that INSECURE protocol in 2020??" without being constructive at all. Even if it's just some random hobby project. Or a legacy system they can't change. Doesn't matter, it's more important to score points from virtue-signaling than actually helping the poster.
Or a modern system.
My brand new image scanner only transfer files wirelessly via HTTP or FTP.
People in places like HN freak out with "Oh noes! Teh securities!" But its wireless connection is as a wifi access point that only allows one client to connect, and only stays active for a few minutes.
Not every computer is inside NORAD.
"When people tell you that there is a problem, they're always right.
When they tell you how to fix it, they're always wrong."
But when designing solutions for people who are the domain experts (and this might even just be the domain expert of how a particular factory line works in practice), the dialogue with them likely includes their ideas for solutions. These ideas don't have to be "right" as-is, but might suggest the right direction, or just be loaded with bits of relevant knowledge that inform whatever the solution ends up being.
So yeah, they'll say why something won't work, but the solution will probably involve another button, another drop-down, a hamburger-menu, or another option in the settings.
And then it's your job to figure out if it's the right solution.