How valuable would it be to SEE and HEAR what a customer really thinks?
I've been geeking out about Usability testing since I started at TryMyUI. I understood that User Experience research was a thing, but always assumed it was something that was only for $Billion$ tech-companies. Since working here though, I've been thinking of ways that we as CSM's could gain a WEALTH of knowledge and insights into our customers' by conducting Unmoderated and Moderated recorded sessions with them. Typically UX Researchers like to keep this gem to themselves, and say that the lay person (read: Customer Success, Marketers, or anybody other than an academic) are not able to conduct proper UX Research and testing. But I say BAH to that! I'd like to hear if anybody in the GGR community has used remote usability testing to gain insights? I'm certain it's a difficult hurdle to get clients to agree to complete a test, but the insights are worth their weight in GOLD!