Admitting you don’t know is the first step toward learning. That’s been Karten Design’s philosophy about design research over 35 years. When we go into the field to observe our products and end users, sometimes the things we discover completely surprise us and change the way we approach a project. We recently dug into the archives of our collective memory to look at our most game-changing research insights. Now we’re telling our stories, teaching our methodology, and even sharing our mistakes in hopes of inspiring others who want to create positive experiences in healthcare. Here are our top moments when design research surprised us.