You've just learned that the company's software developers are going to redesign TaxCut to make it easier to use, and they have asked for feedback from Drum's department to help prioritize their work. Unfortunately, they actually made the request about a month ago, but the message fell through the cracks somehow and no one in marketing has prepared any information. The design team needs the information first thing tomorrow morning, and it's already 3:00 P.M. You have a couple of hours to gather as much information as possible, then you can write a brief report this evening and e-mail it to the development manager. Which of these is the best way to gather useful information?
a. Interview the customer service manager to find out which features and functions have generated the most calls from frustrated customers.
b. Use the software yourself for two hours, analyzing its usability and taking note of functions that are difficult to use.
c. Do an extensive Internet search using several search engines. Look for negative reviews in software and financial magazines, negative comments from bloggers, and other feedback.
d. Recruit a dozen people in your office for a panel discussion, asking them to share their own experiences with learning the software and to pass along any feedback they've heard from family, friends, and customers.