Always ask for feedback.
The idea of getting direct feedback from customers is now seen as pretty normal in the tech world, but in the nonprofit space, where there are limited resources and big power differentials between the organizations providing services and the people receiving them, it’s always been a bit more complicated.
I worked with feedback-focused nonprofit Listen4Good to help them build a web app that not only helps direct-service nonprofits successfully ask for, receive, analyze and respond to client perspectives, but educates them throughout their journey. This made for exceptionally content-rich UX.