Fay Twersky and Lindsay Louie of the William and Flora Hewlett Foundation were stumped. Less than a year into forging a coalition of funders that was briskly moving grants out the door, they realized that they might have a flaw in their approach to fostering change. The collaborative they helped to create, Fund for Shared Insight, aimed to help funders and nonprofits become more effective by listening intently to the people they strove to help—their end users. Although gathering user feedback is…

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