We've learned a huge amount about what was missing from the relationship with the customer and tried to address these points directly. They were really simple things, eg.
- What does it do !?
- I dont want to give you my password (we never see it anyway)
- How do I login!?
- Where can I find more information ?
These are sophisticated people who simple were unable to follow/read the written instructions!
It would appear Steve Jobs is right! People don't read anymore
Once you learn this, there's no point fighting it, you just build to it...
Here's a screenshot of where we are at:
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