Can I Talk to that William Fellow? He was so Helpful (2009)
This sort of thing is a very helpful exercise - to any of you who manage developers that work on anything customer-facing, consider setting up a day for them to spend fielding customer support contacts for your product.It's amazing how myopic you can get after working on a product for awhile. The time spent in contact with ordinary users who are reporting issues helps to bring you back to reality: how do users typically user the product, what common edge cases do you fail to consider, what are common pain points in the UI, etc.