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How to reduce the Iceburg....

Here is a great link to how the process of gathering customer requirements can be improved.

The main key here is to ask for the outcome, and not let the customer explain *how* to get the outcome.

http://hbsworkingknowledge.hbs.edu/pubitem.jhtml?id=2815&sid=0&pid=0&t=customer

Albert D. Kallal
Thursday, March 07, 2002

A very good article. Thankyou for posting it.

James Ladd
Thursday, March 07, 2002

The sidebar almost directly addresses some of the issues Joel brings up (and some of the issues brought up here) much more than the article does.

"Generally speaking, customers can say what they want if they are asked to make selections within a familiar product category.... But when customers are asked to make new product recommendations or to venture into territory about which they have limited or no knowledge, they tend to run into at least two kinds of blocks." etc. (read the article for the rest)

Mark W
Monday, March 11, 2002

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