Only neighborhood-association presidents attend the public-health portal's monthly forum. Clinic data shows most users are shift workers who never come to meetings and struggle with after-hours appointment search. What should the Product Owner do?

Inclusive discovery reaches the quieter majority, not only meeting regulars. When only neighborhood-association presidents attend the public-health portal’s monthly forum yet clinic data shows most users are shift workers who never come to meetings and struggle with after-hours appointment search, the Product Owner should add inclusive feedback channels that reach that quieter majority. Treating meeting attendance as the official customer sample because those users made time biases the product toward the loud and available. Letting presidents write acceptance criteria for every portal item outsources Product Ownership to a narrow civic slice. Pausing discovery until silent users volunteer for the standing forum waits for the underserved to join an inaccessible channel. Exam caveat: association input remains valuable; it must be complemented with channels matched to actual usage patterns. Operational check: run after-hours intercepts, short in-clinic interviews, or targeted surveys with shift workers, order appointment-search improvements from that evidence, and stop equating forum attendance with the resident population. Keep civic stakeholders focused on inspectable outcomes for residents and operators rather than inbox politics or vanity metrics.