[somewhereoutth]

Great point. We have a customer who uses our tool in a sensitive environment - I'm not even allowed to watch them use it. This is mind bogglingly frustrating as I can only go by what they say, whereas half an hour actually seeing what they do with it would progress the tool and our relationship in leaps and bounds.

[TuringTest]

Can't you set up a test environment with fake data, and ask them to simulate their work there?

It's less than ideal, but it would allow youto see and understand their workflows