Aayush Garg

This week we were ready to build a feature that seemed like an obvious win.

Before starting, we reached out to a few users and asked a simple question:

"What slows you down the most?"

Not one person mentioned the feature we were about to build.

We assumed people would understand our onboarding because it seemed obvious to us.

They didn't.

Almost everyone paused on the same screen because we were asking them to make a decision before explaining why it mattered.

Changing the order of two steps made the whole flow feel much simpler.

Everyone celebrates a post that gets thousands of views.But what about the people who actually asked a question and never got a reply?

Sometimes the biggest growth opportunity isn't another viral post. It's the conversation that never happened.

I wonder how many businesses are losing customers without even realizing it.