What do we mean when we say enterprise software is bad? Sure, terrible hacks and technical debt could be weighing the code down. Maybe it’s a nightmare to integrate and administer. But, for most of us, it’s all about the experience of using the software. Just as today agile is pretty much everywhere, it’s now commonplace for consumer-oriented software companies to have at least one user researcher. Mozilla, the organization behind Firefox, has a team dedicated to user research and it’s led by Bill Selman. I asked Bill to tell me about the specifics of what his team works on.