It is amazing how important it is to talk to the people who use your product. Years ago my bit of east London was being gentrified. One day I went in and the b

It is amazing how important it is to talk to the people who use your product. Years ago my bit of east London was being gentrified. One day I went in and the bar area was totally updated with a nice (old) bar top taken from another pub, moved forwards into the bar areas, giving loads of room for the staff being to move and work (on a Friday there could be about 10 staff serving at once). But when talking to the bar staff they hated it - the tills were along the back wall, and the beer tabs were on the bar side - so they could no longer pour a pint and take payment at the same time. The bar had been 'improved' by the owners, who had obviously never worked in a bar or talked to their staff.