Sounds like maybe you need to have some people walk through the registration process and “watch” them do it (in person or via Webex) so you can see where the pain points are. I wouldn’t tell them exactly what you’re wanting them to do, so they’ll have no prejudice going in. Just tell them you’re looking at usability of setting up the accounts. In fact, I know someone who can help you with that (internally), Caroline.
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