You have to understand how people work, and why, says Kaj van de Loo, UserTesting’s Chief Technology Officer, on this week’s episode of the Human Insight Podcast. 
“What do they actually want to do or need to do to reach their goals, vs. what are they doing as weird workarounds or because they are being told to do,” he said. “Look at the former, and support it. In our case, every product manager, designer, and engineer wants to understand our customers and users and they all want to hear about how our product is being used, what people think of it, and how we can make it better. We lean into that.” 
In their conversation with Kaj, co-hosts Andy and Janelle ask him about business workflows and how the pandemic and digital acceleration changed the way we think about processes and workflows. 
The also discuss how understanding how people work, and how they leverage tools and technology, as well as customer insights, to launch products successfully.