Actually I disagree with the term ambiguous feedback. Any feedback that’s comes in is the language of your end users. As a supplier to end users you must understand the language and be able to identify key points for feedback. If you feel that still you can’t pin point the pain points, then conduct focus groups and apply A/B testing methods to further map the issues.

Normally, we don't know what we need. We are people, and people are mostly ambiguous. The best way to decipher feedback, ambiguous or not, is to watch them use your product or in this case, follow your process. Maybe what you have is a simple mindmap of the process, ask them to follow the map and comment step by step, and put 2 or 3 users together to do the same and share. You will see where they are having bottlenecks, or doubts and would be easier to fix or adjust them.

Observe users in the actual location where they engage with the process. Their conduct may reveal demands they aren’t consciously communicating. To gather more information, pose targeted, insightful questions. For instance, rather than asking broad questions like "What don't you like?" or "Can you walk me across where things felt unresolved or challenging?" this helps recognize the precise point at which confusion or dissatisfaction arises. Concentrate on what users say and anything they may be putting out. Pay particular attention to tone, uncertainty, and common patterns in their comments, as these can indicate deeper issues. users and review changes based on their feedback to ensure they truly meet their needs.

Mi experiencia personal cuando he tenido que modificar/actualizar/mejorar un proceso es acompa?ar al usuario que ejecutará en proceso "a pie de máquina". He preguntado sobre lo que le dificulta llevar a cabo su tarea y lo que le facilita ejecutarla. Cuando muestras interés por la tarea que desempe?a ese usuario y le demuestras que no lo estás evaluando a él sino al proceso todo fluye. La comunicación es en ambas direcciones porque te ganas su confianza y el mismo te propone acciones de mejora. A mi siempre me funcionó en las empresas donde he gestionado el sistema de calidad.

Navigating unclear feedback from end-users can be tough, but it’s vital for effective process design. Here are some approaches 1.Dig Deeper with Questions to clarify their concerns. 2.Empathy Mapping to grasp user motivations. 3.Conduct Focus Groups for more engaging discussions. 4.Test Prototypes to observe user interactions. 5.Implement Iterative Feedback Loops for ongoing refinement. Turning ambiguity into clarity enables us to create processes that genuinely address user needs.