As a UX Researcher, it is my full time job to ask customers about their problems, habits, needs, behaviours, aspirations, constraints, experiences with competitor products and substitutes and generally everything that PO or BA needs to know about what needed.

Anything not needed is seldom used or bought.

In the workshop afterwards, I work with the team (who has themselves observed the interviews) to get from pain points to user stories.

My colleague the UX Designer (or Service Designer) has the full time job to take the product team from those user stories to the user flow of the ideal solution.

There will be iterations of research and design, which the engineers will be invited to observe, until we have a design that works and the devs have told us is feasible.

The engineers will then work their magic and build the thing, looping through iterations of their own.

This way works, time and time and time and time again.