From a human factors engineering POV, this is straight usability research. Instead of assumptions, use observations and interviews— then form problem statements

From a human factors engineering POV, this is straight usability research. Instead of assumptions, use observations and interviews— then form problem statements. Instead of a single solution, form ‘how’ statements about intent. In Product Management parlance: speak in terms of problems, not solutions. The design cycle then moves to create product/refine product.