A lot of our interaction with end-users goes through project administrators on the client’s side. That makes it hard to collect good feedback. A while ago I wrote about making the product interact with users. Truth is, we got very little useful feedback. People in the middle of a process apparently rarely take time out to give feedback. At least not in a B2B scenario.
We received very useful and valuable feedback the two times we made changes that took something away from users, that they had come to value. Each time we received immediate, articulate, not always friendly but very helpful feedback. Each time we learned something about how people actually use the product and as a consequence were able to make it even better. >> more…