Research. Research. Repeat.

People are fascinating.  I know this because I listen for a living.  For the last 15 years I've listened as people have told me what they like about their jobs (or not), how they are evaluated; in general, how they get stuff done and, most importantly, how some things are out of their grasp.  It's their critical insights that help me design experiences that empower them to accomplish more with less effort.