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If it Ain’t Broke, Still Fix it – Understanding the Value of User Feedback

Imagine you’re a highlighter manufacturer. You come into work, and see that everything is working perfectly: the shades are fluorescent, the ink does not smudge, and the marker does not dry out.

Then, your manager arrives and says, “let’s mix it up here, and add a clear window to the tip so users can see what they’re highlighting.” You might be alarmed....

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