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Listen before you spend a billion dollars (customer experience lesson)
Here's a customer experience lesson provided by the U.S. government, as reported by 60 Minutes. When building a gigantic fence to secure a national border, it's helpful to ask the users - i.e., border patrol - what they actually need before starting construction. That didn't happen.
The US is reportedly scrapping the multi-billion-dollar project and starting over. Video below:
Thanks to Nicole R. and Charles L. for the pointer!
This is a very usal mistake inside companies. It is the lack of intellectual humility of technical people. People like to rip money.