I used to be a product manager for an internal piece of software. The two best things we did to try to find the pinch points were:
1. I had my staff try to spend 1 day per week at a user site, talking to people or just standing behind them and watching how they used the software. Downside was that this rarely covered the remote sites, but it did add a lot of value. Made users feel better too.
2. We licensed some online software - I forget the name - that allowed users to enter requests and bugs, and to vote on them. We reviewed them each sprint, and set aside some time each sprint to knock out small ones. Gave the developers a lot of leeway in picking out which small ones to do - which pleased them as well. Bigger ones with a lot of votes went into a more formal analysis, and depending on cost might get scheduled.
I used to be a product manager for an internal piece of software. The two best things we did to try to find the pinch points were:
1. I had my staff try to spend 1 day per week at a user site, talking to people or just standing behind them and watching how they used the software. Downside was that this rarely covered the remote sites, but it did add a lot of value. Made users feel better too.
2. We licensed some online software - I forget the name - that allowed users to enter requests and bugs, and to vote on them. We reviewed them each sprint, and set aside some time each sprint to knock out small ones. Gave the developers a lot of leeway in picking out which small ones to do - which pleased them as well. Bigger ones with a lot of votes went into a more formal analysis, and depending on cost might get scheduled.