Alex Dapunt, VP Design and Brand at Moonfare, opens with a research session in which a senior client laid out exactly what to build next, with the roadmap, rationale, and feature list ready inside a minute. The client was wrong, Dapunt writes, but not because he was stupid. He was wrong because he had been asked the wrong question and his instinct was to answer it anyway.
The smarter your users, the more convincing their wrong answers. A user says they want ice cream. While they say they want ice cream, what they need is to cool down. Their body wants sugar. It’s hot. There’s a memory somewhere in there, a summer ritual, something cold in their hand. The want closes off options. The need opens them. Take “I want ice cream” at face value and you sell them ice cream. Understand the need and you can sell them a popsicle, a cold drink, air conditioning, a swim in the sea.
The want-versus-need split is older than this piece. Dapunt credits Jared Spool for it. The part Dapunt adds is about who tends to give you the worst version of a want. He argues the failure intensifies in premium and B2B contexts, where the people you most want to talk to are the people most trained to produce confident answers under pressure.
The Moonfare client wasn’t an outlier. I think a lot about why this happens. Part of the answer, I think, is that the people we were interviewing had been trained, explicitly, to produce answers. At Bain, where I spent time earlier in my career, the core discipline is what’s called the answer-first approach, or the A1. You lead with the answer. Then you work backwards. […] It’s a disastrous way to sit in a research session as a user. An executive trained that way walks in and the instinct takes over. They feel the absence of an answer as pressure. They want to be useful. They want to look smart. They give you the A1, and it’s precise and articulate because producing precise articulate answers is what they are paid to do.
Dapunt’s observation about ambiguity is worth carrying into the next interview transcript you read. When a regular user says “I dunno, maybe?” he argues, the fuzziness is signal that the question is wrong. The executive doesn’t give you that signal, so you have to know to discount the clarity.
Dapunt then turns the same lens on metrics. His version of the metrics-as-avoidance failure mode is more specific: the wrong moment, not just the wrong number.
At Moonfare we tracked logins. More logins looks good on a dashboard. Looks like engagement. But private equity is a 5-to-10 year product. For most of that time nothing is supposed to happen. […] The right moment isn’t a platform question. It’s a life question. When does this person have cashflow? When’s bonus season? What does their portfolio look like right now, and is there a product we offer that fits the gap? The real need isn’t log in more. It’s be present when a decision is being made. Five well-timed touchpoints in a year beat fifty random ones.
The piece closes on the part of research practice that gets least attention.
Research is intake. You take it in. You synthesise. Then someone has to make the call and own it. […] In practice I’ve watched it produce three biases averaged into a consensus nobody owns. Someone has to own the interpretation. It can be a researcher, a designer, a founder, a PM. But it’s one person’s job, and it comes with the accountability for the call that follows. The alternative is research-as-stalling.
Dapunt is careful here. He likes continuous discovery, he likes the product trio in theory, and he is not making a contrarian case against any of it. His point is narrower. A team can run all the right research rituals and still end up with a process whose actual function is to ensure no single person has to take responsibility for being wrong.
