The company chose to use the "follow me home" approach because customers are less likely to provide valid observations when they are working in a lab. The company also believes that customers often fail to recognize or report many issues they have with software when asked to recall their experience in an interview or survey. "Whether we are watching someone at their kitchen table doing their tax return, or watching someone do payroll or taxes in their office, follow me home is a critical way we learn about how our platforms are used," Williams tells Business Insider.
Since Intuit's founding days the company has used a program called "follow me home" to observe customers in their homes, offices, and other locations to determine exactly how they use the company's products.
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