Issues
Weekly reads on the decisions, details, and trade-offs behind better digital product work.
Remember the work, not just the user
Remembering a login is easy. Remembering what someone was trying to finish is where the product promise starts.
Your product is making people wait in the dark
A waiting state should tell someone what is happening, what they can safely do next, and what happens if nothing changes.
Your churn survey might be lying to you
A churn reason is not clean evidence if the cancellation flow shaped the answer before the user gave it.