These bullet points are not for specific scenarios. They are broad general activities. Their specifics will change from situation to situation. The first bull

These bullet points are not for specific scenarios. They are broad general activities. Their specifics will change from situation to situation. The first bullet point — listening to users, but not taking what they say at face value is fantastic advice for all businesses. Executing on it is a high-skill activity. I can give examples of when this was neglected and things went poorly. I can give examples of it done very correctly. Only after practicing it for years can I get a smell for what a user really needs, or how to steer a corporate customer to the solution they need and not the one they want.