Blog
On user understanding
Essays on product decisions, the why behind user behavior, and the difference between capturing feedback and remembering it.
Customer insight6 min read
Your best reviews are hiding your biggest problems
We looked at public conversation across the facial sunscreen category. The most useful signals weren't in the star ratings. They were in the gap between what reviewers say and what unhappy customers quietly do instead.
Read →Product strategy5 min read
Capture vs. memory: why product teams drown in feedback they never use
The problem was never too little user feedback. Analytics, replay, surveys, and research all keep producing reports nobody reads. Here's what changes when you build a memory instead.
Read →