Earlier quoted context omitted.
This isn't that hard. Just have your developers train people with your software. In every craft you learn the moment the rubber hits the road. A film director can watch the film in the editing room a thousand times, but the one first time watching it with a real audience will teach them more than those 1000 hours together. A carpenter can work away on a piece of furniture merrily all week long and be happy with thems…
I can attest to that. I had worked on a product for a couple of years and received feedback from our support team, but never seen how the product was used in real life. One time, we had a specific bug that the customers were complaining about, and no matter how they described it, we couldn't figure out what the problem was. That was until I went to one of the customer sites and saw how the users were interacting with…
For me as well. I've started my "career" this way, building something very specific for a client (family member) whilst being on prem and having constant and direct feedback, so that's how it was done I thought.
Almost twenty years later, having worked different roles with teams in office and remotely, I have to remind myself, and others around me, that we are building something to be used by real people with real problems and my/your software must not be one of them.