This link has been bookmarked by 8 people . It was first bookmarked on 25 Mar 2008, by Michael Richards.
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25 Mar 08
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23 Aug 07
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12 Oct 06
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06 Sep 06
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04 Jan 06
ken .more good stuff "listen to customers", ok but do they know what they want: listening is exploring, knowledge (co)discovery, observing change (and being changed) "The people knows what they want, but the people also wants what they don't know"
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26 Dec 05
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When compared with the rankings of experts, the students did fairly well -- "even those of us who aren't jam experts known good jam when we taste it." But--and here's where it gets weird--when the students were asked in advance to provide not just the rankings but a written explanation of their choices, the student rankings lost virtually all correlation with that of the experts. As Gladwell puts it, "By making people think about jam, [the researchers] turned them into jam idiots." Think about that when you're asking for user feedback whether as focus groups, user questionnaires, or even usability testing (although the implications are different for each of these things). So how can we hope to learn anything about what our users want and need if the very act of answering a question could change their answer? We have to get better at making inferences from what we observe without intervention. We have to get to the spirit of what we observe, rather than focusing on the specific details. We have to reconize that what they do says much more than what they say, especially when they're not saying anything at all.
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When compared with the rankings of experts, the students did fairly well -- "even those of us who aren't jam experts known good jam when we taste it." But--and here's where it gets weird--when the students were asked in advance to provide not just the rankings but a written explanation of their choices, the student rankings lost virtually all correlation with that of the experts. As Gladwell puts it, "By making people think about jam, [the researchers] turned them into jam idiots." Think about that when you're asking for user feedback whether as focus groups, user questionnaires, or even usability testing (although the implications are different for each of these things). So how can we hope to learn anything about what our users want and need if the very act of answering a question could change their answer? We have to get better at making inferences from what we observe without intervention. We have to get to the spirit of what we observe, rather than focusing on the specific details. We have to reconize that what they do says much more than what they say, especially when they're not saying anything at all.
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22 Dec 05
Adam CutlerPeople have commented that "creating passionate users" means nothing more than "listening to users like we always have--DUH!" But if it were that simple, we'd all be producing--and using--products and services that people love. That meet real needs. That
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