A Q&A with Lee Carter where we explore the value of direct observation of customer environments to complement customer interviews. Lee shares details of a project he worked on where direct observation provided a valuable complement to a basic product specification.
Q: You are a strong advocate for the going onsite to be able to see the customer’s environment and how they operate in it as a complement to customer interviews. Can you tell me a little more about your experience with direct observation?
A: Well, the short answer is that observation will give you insights that you won’t get from just interviewing someone.