Through trial, error and frustration a person might determine what the task is supposed to be and how to accomplish it. The experience has been engineered without a user's needs in mind.
Research the business opportunity, audiences, current strengths, weaknesses, and success metrics.
Put yourself in the user’s shoes to understand what they are doing, feeling, and thinking.
Define the primary problem or pain point the user is experiencing and what needs to be fixed.
Diverge to brainstorm as many creative solutions as possible. The more ideas, the better!
Converge to design and/or build a preliminary model of the most appropriate solution(s).
Share the prototype with real users to gather feedback. Then ideate, prototype, and test again.