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It should be a well-known fact that user involvement is one of the most important factors in a successful software development project. If you get the wrong user, like someone who is not representative of the real end users, then you get the wrong system. This was summed up nicely on a web page I recently read (no link, sorry!):

“The 'Golden Rule' is 'The User you need is the one they won't let you have!'”