From the course: Agile Analysis Weekly Tips

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Observing customers

Observing customers

From the course: Agile Analysis Weekly Tips

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Observing customers

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- When I talk to product owners and business analysts, it's amazing how many of them tell me that they've never actually seen a user or customer use the product they've worked on. And when I talk to those that do, I ask them, is it a waste of time? No, no, no is what I continuously here. Best use of time ever. And I ask why? And they say, "Because the users are never quite doing "what you think they're doing. "It's never what you expect, there are surprises "at every single turn." So, let's ask ourselves, how do we consider developing products without observing users? It's an absolutely critical part of building great products. Now product owners and business analysts, they have the best view and the best understanding of the customer, and part of their role is to foster customer understanding and empathy with the entire team, and this means observing with the entire team. This is where true innovation comes from. So you might be thinking, where do we start with customer observation?…

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