What to do if users say one thing but do another?

When users say one thing but do another, it signals that their actual needs or motivations may differ from what they claim. In such cases, it is useful to:

• Use observation and behavior analysis methods (e.g., analytics, usability tests, observation sessions).
• Conduct in-depth interviews and clarify the context of product use.
• Test hypotheses through prototypes and A/B tests.
• Focus on users' actual actions rather than just their words.

This approach helps identify true problems and needs, leading to more effective solutions.