These bullet points are not for specific scenarios. They are broad general activities. Their specifics will change from situation to situation.

The first bullet point — listening to users, but not taking what they say at face value is fantastic advice for all businesses. Executing on it is a high-skill activity.

I can give examples of when this was neglected and things went poorly. I can give examples of it done very correctly. Only after practicing it for years can I get a smell for what a user really needs, or how to steer a corporate customer to the solution they need and not the one they want.