Spy, Then Innovate
Michael Schrage,
Technology Review,
Apr 23, 2002
It's offensive, but the author has a point. To understand how people actually use things like software, you have to spy on them. Because if you ask them, they'll lie, and if you put them in a testing environment, they'll do what they think you want them to do. But spying on them is, of course, a breach of human rights. Or, at least, it will be - until the economics look good.
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