The everyday problem
A selection process led entirely by buyers or technical staff can overlook how the product fits daily work. Operators notice steps that take too long, labels that are unclear, and exceptions that require context. Their feedback is most useful before the shortlist becomes a commitment.
A practical approach
Give operators a small set of common tasks to assess consistently. Ask them to distinguish a training issue from a workflow limitation. Collect feedback in a shared format so that one enthusiastic or frustrated reaction does not substitute for a structured review.
Try this with your team
Invite two operators to assess the same fictional scenario independently. Compare their notes on clarity, number of handoffs, and ability to recover from a mistake.