Three stereotypes explain much resistance to improving the usability of complex applications for domain-specific tasks: that people like the old ways, that they are experts in the existing UI, and that training will make up for bad design. All are misleading.
Modern day UX research methods answer a wide range of questions. To know when to use which method, each of 20 methods is mapped across 3 dimensions and over time within a typical product-development process.
Users’ “productivity” tasks differ from “engagement” tasks, in whether more or less is better for metrics like time on tasks, interactions, and page views. Such KPIs are important, but they must be evaluated relative to users' tasks.