Do you watch screen recordings of users, or does it feel a bit like spying?

It’s wild how big the gap is between what users say they hate and what actually makes them quit. In surveys they will complain about big things but in real life they quietly churn because a CSV import fails or an error message isn't clear. Watching live user sessions or screen recordings completely changed how I look at product friction because you get to see them sigh or hesitate in real time.

How early in your product lifecycle did you start tracking session behavior and did it surprise you?