[IxDA Discuss] Is user research a band-aid for "the listening deficit"?

[Robert Hoekman, Jr.]

> I can say that often parts of most company are listening - namely
> those that deal directly with customers, employees as you mention..


I'd agree with this, but I also see that often, the parts of a company that
are listening have no direct line of communication to the ones that need the
info. For example, a call center staff will have tons of useful insights,
but there's no link between the call center and the design team.

Engineering departments are not often set up to listen. They're set up to
build, build, build. This disconnect is where the problem starts, I think.

-r-