You can go one simpler if you need, you can use something like https://www.usertesting.com/ which will do the ad side of it for you. I used to do testing for them for some beer money. You'd use something for the first time and try and achieve some task, often talking through it, and it's all either screen recorded or it used to be videoed for phones.
Having someone in person can be extremely valuable for other reasons, but this can be a quick approach.
For larger customers, going onsite and watching them use your tools is so valuable.
> Once people are familiar with the product (devs, QA, and anyone who has used it before) then they're "tainted".
I broadly agree, though this is where I'd split out really good QA people I've worked with. The added advantage is they can also explain the change required that would get some user X to have a better experience (e.g. how your autistic users may get more stuck at a certain place, or how to change the flow such that a 3-4 year old can navigate a UI).
Having someone in person can be extremely valuable for other reasons, but this can be a quick approach.
For larger customers, going onsite and watching them use your tools is so valuable.
> Once people are familiar with the product (devs, QA, and anyone who has used it before) then they're "tainted".
I broadly agree, though this is where I'd split out really good QA people I've worked with. The added advantage is they can also explain the change required that would get some user X to have a better experience (e.g. how your autistic users may get more stuck at a certain place, or how to change the flow such that a 3-4 year old can navigate a UI).