Example: lessons from support tickets
1/ We read 200 support tickets to rewrite our onboarding. Three lessons: 2/ Most tickets came in the first hour. The problem was setup, not the product. 3/ Lesson one: people skip videos. Short text steps got fewer tickets. 4/ Lesson two: every extra field in setup created questions. 5/ Lesson three: the word "workspace" confused people. "Account" did not. 6/ Recap: text over video, fewer fields, plain words. 7/ More notes like this every week. Follow if useful.