Spent hours last night with the video from Clickable’s listening lab. Wish I would have been there for the immediacy but even so it is truly amazing how much one can learn by listening to customers. The first key is not to ask leading questions an not to ask the customer to perform specific tasks but to sit back and let them use the system as they normally would. That involves really putting the customer at ease and only gently reminding them to vocalize their thoughts should they fall silent. The second key is to actually listen not just to what is said but also what is not said both in words and in actions. Like a feature that one thought was central but no one even touches. The Clickable team did a fantastic job with all of this.