Jeff Bezos used to do similar with Customer Support. He'd meet up with someone in customer support, and shadow their calls for the day. A number of features c

Jeff Bezos used to do similar with Customer Support. He'd meet up with someone in customer support, and shadow their calls for the day. A number of features came out from it, like the ability for customer support to "pull an andon cord" and immediately yank a product from sale pending investigation by senior support staff. It came about because the customer support rep anticipated all of the problems a customer was having with a particular product on a call. "We see this all the time with that product". That annoyed Jeff. There was wisdom, people seeing ways customers were having a bad experience, and they were powerless to do anything about it.