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> I think that detailed feedback from someone being not happy give you more details than a heatmap for example.

Detailed feedback is definitely nice, but it's quite rare & not sufficient. It's again one person's view, people also often can't articulate what's wrong. Usage patterns across many users may reveal what's wrong ...

> that feedback from a user who takes the time to actually leave feedback might be more valuable than one-off users.

Both are valuable - one-off users might be people who got confused enough to be discouraged from using the product. That's extremely useful info.

> Is it not possible to reach out to those users and invite them to such a session in exchange of $$$?

Impossible for projects with $0 budget.

It's also very unreliable since people working on artificial test data have very different behavior than when they are working on their production data.




> ... people also often can't articulate what's wrong.

Then you’re not asking the right questions to get useful answers. People often can’t articulate anything well unless they’ve had the practice of doing so. I regularly interact in professional and private settings with people who regularly cannot articulate their thoughts, feelings, or ideas on things. I get them to do so by asking the right questions, digging deeper into what responses they give, and putting it all together.

The questions you ask determine the understanding and clarity you receive.




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