User research should be a core part of how we build consumer software. We need to know what people believe they want from software. But, as software creators, it's important for us to understand the context of their work and their real-world reactions to the software we produce. But so often in the enterprise software world user research is, at best, an afterthought. So long as the contract is fulfilled, it seems not to matter whether it meets the needs of the end-users. In this episode of Why Everybody Hates Wnterprise apps, Mozilla's Bill Selman talks about how the user research is at the heart of everything they build and he also covers some of his pre-Mozilla experiences working in enterprise software.

There's also a companion article to this episode.