InstallFree Blog

Putting the User First Pays Off - Product of the Year for 2009

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Although our opinions are interesting they are not as relevant as our customers that use our products in production and ultimately sign our checks.  Too often, technologists become so enamored with their own ideas and ego that they forget that the end user is the key to unlocking true innovation and ideas.  Great ideas come from users providing feedback, presenting challenges, and looking for a solution to solve a compelling problem - not from ivory towers.

The whole internet is a "twitter" with Steve Job's comment that they don't "listen" to users for the launch of the iPad.  Apple has done a great job at taking it a step further at not only "listening" to users but also observing them.  As a human performance technologists by trade I applaud this approach and taking it a step even further through validation of factors in the ecosystem that will impact the users in the future to blend form and function for products that really make an impact.

InstallFree recently won product of the year for 2009 award by TMC - validating our product management philosophy of putting the user first.  The key to developing strong products and ecosystems is through a succinct process that not only captures word for word what the users say but also records what they don't say - what they do.  One of the rules of cognitive ergonomics is that once a user becomes an expert at something they tend to overlook issues that may have significant impact to their productivity, how they do their job, etc because they have developed and automatic response.  What they say will not necessarily match what can be discovered through observing them - what will really make an impact.

If product innovators only listened to users there would be no true innovation - but more of rehashing of the old systems and problems.  True paradigm shifts are born from observing more than talking - and taking the time to walk a mile in the end user's shoes.  No one company or person will always get it right - but as long as we continue to improve based on valuable user feedback (listening, observing) balanced with overarching market changes (Regulatory, Economic,  User) followed by execution and communication - we hope it will enable us to make a difference in the lives of the customers we serve and people that use our products.