Here’s another great insight from Kathy Sierra at Creating Passionate Users: what would we actually do if we really followed through on statements like “helping users is our top priority.” Seems obvious, right? But what actions are we currently taking to back up that statement?

IT departments for any legal or professional services firms are in the business of providing service. Certainly, user satisfaction is an important standard of performance. But are users truly satisfied? Have you asked them recently? When they answer, do you really listen, or do you already know what they need? Too often we follow a rulebook, the “accepted practice” that worked for someone else or was touted in some article (or blog!). Two things can be similar, but are never the same, however. Make sure the rulebook applies to your circumstances and users. You will find out if it does if your users are asked.

We often pride ourselves as experts in IT, but that can be a trap. Studies show that experts make mistakes and overestimate their capabilities just as often as non-experts. Too often we think we know what our users need, but more often we don’t, and react with surprise when they bring that fact to our attention. In fact, experts tend to propose solutions stemming from their specialty, whereas another solution outside their field may be more appropriate. The more we work to get real feedback from our users, and are conscious of the shortcomings our expertise brings, the more truly satisfied our users will be.

So what are you doing right now to make sure your user’s are satisfied?