I use support calls as an excuse to also ask users about things they are bothered with.
I must say that lately I've been feeling overwhelmed with existing bug reports so it's hard to force myself to solicit even more potentially bad feedback from users.
I've found this video [0] to be kind of helpful, although the focus is somewhat different than OP's question, it's more of a general advice and patterns for UX people.
I use support calls as an excuse to also ask users about things they are bothered with.
I must say that lately I've been feeling overwhelmed with existing bug reports so it's hard to force myself to solicit even more potentially bad feedback from users.
I've found this video [0] to be kind of helpful, although the focus is somewhat different than OP's question, it's more of a general advice and patterns for UX people.
[0] https://www.youtube.com/watch?v=4lq0zFDb3Xg