User pain points and user problems are two terms that are often used interchangeably in UX, but there is actually a distinction between them. Knowing the difference will help us build better products for our users. To better understand the difference, consider a medical analogy.
Imagine a patient who complains of migraines to her doctor. The doctor prescribes painkillers, which provide temporary relief. However, the patient’s underlying condition is short-sightedness, so the painkillers only address the symptoms and not the root cause. In this case, prescription glasses are the long-term solution, but only a proper understanding of the patient’s history and context can reveal the actual problem and solution.
In this analogy, the user’s pain point can be thought of as a symptom, while the user’s problem is the underlying condition. A pain point is just a symptom of a problem, not the problem itself. Product teams often mistake addressing the pain point for addressing the problem. This can lead to short-term relief for users, but it won’t solve the underlying problem. As a result, users become dissatisfied over time, and product teams waste time and effort building the wrong solution due to a misunderstanding of the user problem.
Product teams can apply user research methods to ask diagnostic questions and test hypotheses. This will help to differentiate between user pain points and user problems. It’s a time-consuming process, but it’s important to dig beyond the pain point to get to the actual problem. Product teams need to balance this with the demands of users who want instant relief and businesses that want quick solutions.
I would love your thoughts on this differentiation. Do you feel it applies to your industry or context? Please use the comment box below and let’s have a conversation.