1: Human Psychology Analysis

• Shadow user sessions - Observe actual behavior without asking opinions
• Mental model mapping - Document how users think about work vs. how software organizes tasks
• Cognitive load assessment - Identify unnecessary thinking requirements
• Workflow interruption analysis - Find where software breaks natural task sequences

2: Business Results Analysis

• Outcome mapping - Connect software functions to intended business results
• Performance gap identification - Find disconnects between capability and result delivery
• Success measurement definition - Establish what "working software" means for business goals
• ROI correlation analysis - Link software performance issues to financial impact

Real Usage Discovery

• Shadow critical workflows during normal operations
• Document actual vs. intended usage patterns
• Identify hesitation, confusion, workaround development
• Map real task sequences against software design

Mental Model Analysis

• Interview users about how they conceptualize their work
• Map mental models against software information architecture
• Identify cognitive translation requirements slowing tasks
• Analyze workflow interruptions breaking concentration

Business Impact Correlation

• Calculate time and efficiency costs of friction points
• Assess impact on business goal achievement and ROI
• Prioritize fixes by business impact potential
• Develop measurement framework for tracking improvement

• Hidden Friction Analysis - Problems users experience but don't report
• Mental Model Documentation - Where software doesn't match user thinking
• Business Impact Assessment - How performance gaps affect your goals
• Priority Fix Roadmap - Improvements ranked by business impact
• Success Measurement Framework - Metrics to track improvement after fixes

For SaaS Companies:

• High engagement but disappointing retention
• Customers use features but struggle with business outcomes
• High support burden despite training/documentation
• Difficulty generating customer success stories

For Internal/Custom Software:

• Teams use software daily but productivity unchanged
• Employees develop workarounds for "working" software
• Hard to demonstrate clear ROI from investment
• Software adoption high but business results unclear