Re:A former Egyptian engineer found the secret to building a...
by wpietri on Monday January 06, 2020 @12:59AM
(#21966862)
It definitely happens in parts of the tech world! I've been part of teams that are really good at iterating based on actual customer experience.
However, you're right that it's too rare. The number one problem I've seen is that executives are convinced that they already know what users need. And when they get real data disproving their hunches, they really don't like it.
In the company I work for, we call it "customer experience." We have an entire team of people who work face-to-face with actual customers, observing how they interact with our products and services to improve things.
It's why we have a 96% satisfaction rating in an industry where 40% is considered off the charts good.
But this will never fly in the tech sphere because it requires actual feet on the ground and talking to wetware. Some middle manager along the way would say, "it doesn't scale" and the project would get shelved.