Innovate - Build models that end users can interact and experiment with
Theory is great, and all the working sessions in the world can produce some excellent design documentation, but people love to be able to touch, feel and experience what you are providing for them. People will forget what you say; they will forget what you do; but they will never, ever forget how you made them feel. So provide the models and prototypes they can experience. Not only may it delight your customers, but it can also invoke a level of feedback that explaining or documenting will never elicit. These models do not need to be perfect; they just need to be accessible. If you cannot produce something people can touch, then what about some demo software or something visual - something that takes them away from the abstract and into the concrete? By getting them to this stage earlier in the development process, you can correct errors in judgment and design with little cost. It also helps with building the relationships with your customers, as they feel genuinely connected to the process.
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