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I was in the same situation three years ago in a military base construction project. This has both pros and cons. It may be difficult to manage client requirements without face to face communication. On the other hand, everything is clearly defined in these types of contracts.
During my experience, it happened to me to work on projects (one of them was a 3D animation for Robotics) without being able to properly meet the client nor communicate directly to him. Everything needed to go through a third party. I found it pretty challenging because we realized that the deliverables we sent or the explanations we gave were not communicated correctly and entirely to the end client. This led to misalignments and less efficiency. In the end, we managed to take the lead with the end client, we communicated directly and set up a great working relationship. Therefore the overall project experience improved as well as the satisfaction of the client and the atmosphere within the team. I believe it's extremely important to meet the end client and to be able to catch-up on project aspects from time to time even though there's a third party involved.
Interesting about your question
Thanks for sharing
How was the customer requirements survey done?
Is the project development approach adaptive (iterative, incremental or agile)?
How do you get customer feedback?
Is it possible, within the project, to have contact with customers?
This is a common challenge when delivering a service capability to an organization whose clients are not readily accessible to the team. Where possible, the team should still make efforts to locate and meet representative customers because otherwise it will be very challenging to construct good personas if those or similar product management tools are utilized.
Yes. When implementing administration systems, while I met the customer service reps, I had not met the agents, nor the customers.
Currently, in marketing, I do not meet the target market, neither physician nor customer base.
That said, this is not abnormal and constructs are in place to reduce gaps. For instance, currently, we have marketing leads and architects that do have line of sight and access to the customer, both directly and indirectly through conversations, market research, and data insights.
sometimes you may not see the end-user/customer
You always has a "voice of customer". That person must be accountable for the solution you are creating.
Never happened with me personally before but that’s maybe due to the line of business I work in.
However, I totally agree with Kiron. I would initiate and make the effort to arrange for at least one meeting.
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