Too often, software is designed from requirements from buyers, but without hands-on knowledge of how it will be used in the real world.
At Kana, I visited customers regularly to learn how our software was meeting their business goals -- and where it was falling short. On these visits, I observed and interviewed end users to build a real-world picture of how they were using the product in the trenches.
This information fed back into the design and development process, and helped ensure that Kana products continued to delight users while meeting our customers' business goals.
The reports are highly confidential, both for Kana and its customers. I've created a version that omits key observations and conclusions, but that gives a sense of the general structure and approach. View the full report.