[gvb]

Another thing recent customers can give that is very valuable is useful feedback on the product's usability. They are still discovering where buttons are and how to use the product, so they can tell you "I was looking for X, and could not find it" or "X was in page Y, but I was looking for it in page Z."

Experienced users end up trained (in the Pavlov sense) to do some pretty obscure clicking to accomplish a given job, but they know exactly what to click and where, and don't give it a second thought. I think of this as the "Microsoft Windows Syndrome" - Windows has pieces of it stuck in really unexpected places if you stop and think about it, but everybody "just knows" to right-click on e.g. "Start / Computer" to get to certain Windows features, even though most configuration is accessed through "Start / Control Panel".

The unfortunate irony of "Windows Syndrome" is that, if you move an existing item from an unintuitive, but "everybody's been trained" location to the intuitive location, you will break everybody's mental model of the software and they will scream bloody murder. The Office "Ribbon" is an example: when it first came out, the people that operated via memorized click-sequences were lost and very upset.