A customer service team member I interviewed had a lot of previous experience in a similar field. He told us about the solutions he was used to, in comparison to his current teams’, and even showed us some sketched prototypes. And through all of this he was very friendly, very sure of himself. It was so easy to forget that his opinions were just that - opinions. And while the data was valuable, it was just one brightly hued thread in the pattern's greater whole; valuable in its intricacy, but unable to color an entire picture on its own.