Converting Likes Into Works

When people say that they like something, that's too subjective and we have to move away from that. We can repeat it back to them as you noted by saying, okay, what I hear you saying is, you don't like the color of this button, but why doesn't it work to have the button be this color? And when you do it that way, you allow them the opportunity to talk about the function and the usability of that request. Because we're not as concerned about their personal preferences as much as we are, the effectiveness of our designs.