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When I was at Square the design team would shadow support staff to learn about the kind of problems people are facing and more importantly how people talk about
by ThomPete 8y ago
When I was at Square the design team would shadow support staff to learn about the kind of problems people are facing and more importantly how people talk about your products, i.e. what they call things, how they try to explain what's gone wrong, what they did to solve it or how they ended up with the problem to begin with.
It's the closest thing you can come to true realistic user-testing.
- penagwin 8y agoThat's not just the closest thing to realistic user-testing, production IS the user testing phase :P