There is a delicate balance between working in a familiar way, and breaking out of this to set a better way of working.

Try to do something new without properly testing it with users, and you risk creating a ‘new’ way of working that is unusable because users have no prior experience of it....

To avoid miscommunication, repeat or summarize their words back to them in a form like, “What I’m hearing you say is…” It creates a feedback loop that allows someone to course correct or dial it back.