My life as a design researcher goes like this, over and over: My client hires us to do design research. The organization is full of smart people who know the organization’s business inside and out. They believe they know roughly what is happening with their customers and their employees. Mostly they just want us to fill in some knowledge gaps. So we go out and interact with real people in their homes and workplaces. There we learn that the situation is quite different from what the client thought, that the problem has been misframed, and that the most important insights aren’t located in the knowledge gaps, but rather where nobody thought to look.
It’s not like this every time. Some organizations understand people better than others. But it is like this often enough that I am highly skeptical of claims to know from a distance. It is hard enough even to know close-up!
And when people seem unaware of the difficulties of distant knowledge and have too much confidence in their ability to piece things together based on sifting hearsay, I suspect they lack the kind of healthy relationship with reality that allows us to know truth.