How We Made Onsite Customer Work - An Extreme Success Story

The Agile Manifesto emphasizes customer collaboration over contract negotiation. No Extreme Programming practice embodies this more than onsite customer. This paper describes our experience in adopting onsite customer in an environment where the practice was long considered impractical. We successfully overcame many obstacles to bring busy airline employees for extended periods of time to our development site thousands of miles from their homes and have them work with our team. We have realized significant gains in productivity, quality, and customer satisfaction as a result. Onsite customer has now become a standard way of doing business.