Irrespective of how much you care, about how hard you try to imagine every little thing your customers might need or want, until you are a buyer of your own product you’ll never fully understand what pieces it has and what are missing. This means:
Using a new app for weeks until you figure out that the slow startup time actually matters in frequent use cases.
Trying the self-checkout line to discover that buying produce is a nightmare.
Creating presentations using Powerpoint to discover that the seven commands you use the most are on seven different menus, and three of them are buried two levels down.
Having your team member pitch you as if you were a potential donor to see what questions actually come up.
And of course giving to your organization – and to a bunch of others – to see what sort of communications you get how they make you feel.
The difference between a good experience and a great one is in the little things that are just right; and these are almost impossible to see from far away.