Taking notes of these observations is invaluable, and is paramount in producing a final product that has the desired effect on your organization. These observations not only reveal a wealth of useful information to those providing the service (i.e, we the consultants), but to client organizations as well.
Clients often put us in contact with individuals in their organization who have a lot of business knowledge (like project managers, for example), but may not always have the same level of day-to-day operational experience as our intended end-users. Therefore, client site observations made at the “ops” level can provide a more holistic view of the business processes the application is aimed at improving.
In the case of the applications mentioned above, some of these observations didn’t necessitate any changes to the code. Rather, a normalization of business practices to ensure end-users are performing their day-to-day operations efficiently, and in accordance with the defined business processes. Thus, allowing the application to seamlessly eliminate inefficiencies as originally intended, all the while improving operations within your organization. After all, we want you to do well so we can do well, right?