Uncovering Users In Your Own Organization

"This article is the first of a two-part series that recommends internal resources that you can assess. In Part One, we examine customer databases. In Part Two of the series, we will consider other internal resources, such as product managers, call support centers, field consultants, and corporate surveys."

"Like most of you, I can’t wait to get into the field to observe users working with my products. Yet, I’m going to pull on the reins, and do a 180-degree turn. Don’t worry - it’s still research, but from an internal perspective. There is a wealth of information at your fingertips in your own office, and surprisingly, some of it is usability-related. You can optimize your internal resources by understanding where and how you can find UI information about your users within your own company. To provide context and practical guidelines, this article presents examples of how to mine internal resources at a large enterprise software company."

Another great Boxes and Arrows article ...