More often than we think, customers who aren’t even trying to Use Case 7 our products seem to end up doing so regardless. That’s fine, it happens. However, it also tends to result in $1 billion + lawsuits that could have easily been avoided.
The big question is, who do YOU blame? I mean you, the person reading this article. When your team discovers a field failure root cause to be user error do you either:
- Investigate a way to minimize the likelihood of it happening again through design improvement or some other means?
- Mark the investigation as “bad customer” and move on?