Jeff Smith of IBM’s Hardware Experience Design Group presents part two of our “director’s cut” of the presentation he gave at the 2009 HFES conference, “Gathering User Feedback from Internal Sources to Supplement Formal Usability Studies”.

In part two, Jeff details the ways in which the following internal departments of employers and clients can help us get informal user feedback to supplement our primary data:

* Marketing

* Sales

* Support

* Test Engineers (QA)

* Manufacturing

Each of these areas can supply a user experience professional with invaluable insights and observations of customers/end users. Jeff tells us the promise and the limitations of using their data in our own work. Jeff’s coauthors on the presentation were Daniel P. Kelaher and David T. Windell.

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