I think he is talking about talking to users BEFORE coding
At least that is true for my software coding processes; I always found getting the actual coders talking directly to the actual users — not the managers talking to the managers — vastly improved the software delivered along all three axes of schedule, budget, and quality, and dramatically reduced test/redo cycles. Just having the coders in direct contact, they hear about the real used cases, edge cases, and frustrations, and so can make good judgements about many decisions, rather than blind judgements.
At least that is true for my software coding processes; I always found getting the actual coders talking directly to the actual users — not the managers talking to the managers — vastly improved the software delivered along all three axes of schedule, budget, and quality, and dramatically reduced test/redo cycles. Just having the coders in direct contact, they hear about the real used cases, edge cases, and frustrations, and so can make good judgements about many decisions, rather than blind judgements.