The number of hacks and workarounds that users will come up with without complaining to the dev team is always astounding. One time I shadowed someone who was u

The number of hacks and workarounds that users will come up with without complaining to the dev team is always astounding. One time I shadowed someone who was using one of our internal tools that spit out pdfs, and at some point along the line he realized he wanted something extra included on them but didn't think to contact the dev team. As part of his daily work flow, he was taking data from one of the program's temp files and editing the pdf to add it. He had apparently been doing this for about a year. When I saw this, I spent 10 minutes updating the report template to add it and ended up receiving thank you emails from people I'd never talked to. So yes, find a user and shadow them.