I gave an inspirational talk walking the team through the fundamentals of user testing, why it matters, and most importantly, how they could actually start doing it. Not in theory. Not someday. Concretely, on a Monday morning, with the tools they already had. The goal was not to turn a room of city employees into UX researchers. It was to give them enough curiosity and confidence to start asking one simple question before building anything: have we actually tested this with a real user?