How do you uncover non obvious workflow blockers that users never mention in feedback surveys?
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When users churn, their exit feedback usually says "missing X feature" or "too busy."
But when we actually watch recorded sessions or hop on live shadowing calls, we see the real issue: 5 extra clicks here a confusing CSV import step there or a missed notification.
They don't complain about these micro frictions they just quietly give up.
What research methods or tools have helped you identify hidden workflow friction that users themselves don't consciously articulate?
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Two cheap things work for me in a mobile app. First, one analytics event per step of every flow, so the drop shows up as a number before anyone writes in: of 67 people who reached my intake quiz, 58 tapped a sign in button and 54 signed in, which tells me exactly which screen to stare at. Second, every tappable control has a fixed log name, and the on device log records each tap. When someone sends a support request with their log, I read the exact sequence of taps instead of their summary of it. The micro frictions are right there in the order of the taps.