>>>>Well, the solution would be quite easy in restructuring the menu if the customer wasn't such a complicated one.
>>>
>>>The saying that "the customer is always right" isn't always true, I have had my share of difficult ones myself.
>>
>>I'd go further than that. They tend to think in square-peg-in-round-hole solutions rather than explaining their problems. We as software developers are ussually better in finding structual solutions to their problems.
>
>The real trick is to recognize when customer wants something and explains it in terms of GUI, the way he sees it. There's usually some quirk that makes that story, which usually seems to make sense, break apart and then we have to explain why it wouldn't work. And then gradually drill down to the initial problem that it was supposed to solve, and propose a better (simpler, more user-friendly) solution. Sometimes the solution actually already exists in the app, it's just that the customer didn't discover it yet.

I've heard about a technique called "5 Whys" that's designed for this kind of situation. Here's a reasonable explanation: https://www.isixsigma.com/tools-templates/cause-effect/determine-root-cause-5-whys/

Tamar