I work in Sustaining Engineering and though we don’t usually come up with new products and develop them, we do put a lot of work into getting and documenting VOC (voice of customer), and testing our solutions against the documented VOC. There are also a lot of failed projects that don’t work becasue the engineer failed to get proper VOC or didn’t listen to it. While it may get annoying at times, the VOC can make or break the device/ solution.