Left-handed mouse

Years ago I switched to a left-handed mouse. 

It occurred to me that using my right hand was inefficient: I'd have to stop writing or typing, move my hand to the mouse, click what I needed, and then return to the keyboard or pen. Meanwhile, my left hand sat idle.

We often do things because they seem natural or conventional. But in doing so, we miss other resources, opportunities, and answers.

👉 This principle applies to understanding customer behaviour too. 

The prevailing convention is to "listen to your customer" through polls, surveys, social media posts, focus groups, and interviews. 

People promise, "I'd definitely buy your product if it had this feature!" Yet we get frustrated when these claimed preferences don't translate into actual behaviour changes.

Should we be surprised? Not really. 

We all struggle with the 'say vs. do' gap in our personal lives. We say we'll eat healthier, save more, or exercise regularly, but often fail to follow through. It doesn't make sense to expect more reliable answers just because we're asking in a business context.

So what if you switched to a "left-handed mouse" approach in understanding your customers? 

👉👉 Instead of relying on what they say, what if you could design for what they’ll actually do?